Dispute Processor- Entry Level $18.50/Hr

Role Mandate:

Provides day-to-day delivery of critical processes, administration, and servicing activities in in connection with retail and commercial deposits and payments. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and workflow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience.

Candidate Value Proposition (CVP):

This role allows the candidate(s) to work in an established institution and with multiple groups within , which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. The candidate will be supporting the Fraud Chargeback and Recovery Team, while obtaining a good introduction into fraud and seeing all methods that fraud occurs through their daily tasks.

Group Culture:

This individual will be working in a collaborate, fast-paced and friendly environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another. The individual will be partnering up with the Enterprise Fraud Management Team.

Role Responsibilities (including but not limited to):

• Reviewing claims regarding cards and checks where fraud has occurred, and customers are seeking reimbursement

• Handling office personnel incoming mail and outgoing letter items

• Support in drafting letters, noting system for claim types, and scanning documents

• Processing check claims and updating account information for deposits

• Sending mail items for updates on claims to applicable analysts

• Accessing internal TSYS, host, and case management systems to complete tasks

• Analyzes data and information to provide insights and recommendations

• Gathers and formats data into regular and ad-hoc reports, and dashboards using excel

• Communicates and collaborates with internal and external stakeholders to deliver on business objectives

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities

• May function as a problem-solving resource for more junior staff, referring non-routine issues to more senior team members and/or manager

• May perform quality control and training

• Organizes work information to ensure accuracy and completeness

• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements

• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes, and procedures

• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests

• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements (SLAs) are met

• Checks and reconciles information and documentation to ensure accuracy and completeness

• Identifies and resolves discrepancies in accordance with standard procedures

• Escalates issues, where necessary, as per guidelines

• Communicates and collaborates with internal and external stakeholders to deliver on business objectives

• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes

• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained

• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees

• Analyzes issues and determines next steps

• Broader work or accountabilities may be assigned as needed

Must-Have Skills:

• 1-2 years of relevant experience in similar role

• Administrative work and documentation experience

• Knowledge and experience using relevant systems and technology

• Knowledge and understanding of the business unit’s key products and services, processes, and controls

• Knowledge of the risk and regulatory requirements of the business

Nice-to-Have Skills:

• Previous banking / FI experience

• PC skills (MS Word, Excel, PowerPoint)