Reg E Dispute Resolution Specialist I

About This Role

This role is responsible for processing Reg E disputes related to ACH and Debit Card Electronic Funds Transfers, ensuring compliance with federal regulations and providing high-quality customer service.

Responsibilities

• Receive calls from Branches and Customer Support to assist in beginning the claims process for EFT Error Resolution
• Interview customers to obtain information required to submit a claim
• Input the claim into the Centrix DTS system
• Ensure customer disputes or issues of fraud are filed in accordance with State and Federal regulations
• Set customer expectations regarding timing of resolution
• Initiate outbound calls to customers regarding claim follow-up, or to seek clarification regarding an existing claim
• Work with customers to obtain necessary documentation for chargeback processing
• Provide department and branch support for questions related to Reg E and the claims process
• Regularly attend trainings to maintain expertise and remain current with any processing or regulatory changes
• Maintain a current understanding of Bank policies and procedures, in compliance with all state and federal laws

Requirements

• Ability to work in a team environment with moderate levels of background noise
• Ability to grasp new concepts
• Understanding of the debit and credit function with regard to transaction postings
• Ability to communicate verbally and in writing with both customers and colleagues in a professional and clear manner
• Ability to follow established Policies and Procedures
• Ability to communicate with customers in a positive, courteous manner with a genuine concern for resolving problems
• Basic understanding of ATM, Debit Card, and ACH transactions from a customer perspective, including the proper use and handling of an access device
• Ability to prioritize job responsibilities to maximize time and promote efficiencies

Qualifications

• High school diploma or GED required
• 0-2 years of relevant experience within banking / financial services (preferred), specifically within an operational and/or Customer Support capacity

Nice to Have

• 0 - 2 years of relevant experience within banking / financial services
• Reg E Dispute experience

Skills

* Required skills