Virtual Fraud Dispute Specialist

Address

We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

OFFICE LOCATION:

Abilene, Texas, United Stat

SCOPE/CONTACTS:

We are seeking a highly motivated and detail-oriented individual to join our team as a Virtual Debit Card Dispute Specialist. In this role, you will be responsible for handling debit card disputes through video communication channels, providing exceptional customer service while efficiently resolving issues.

ESSENTIAL FUNCTIONS: Utilize video communication platforms to interact with customers regarding debit card disputes, ensuring prompt resolution and customer satisfaction. Gather relevant information from customers to investigate the nature of the dispute, including transaction details, account history, and any supporting documentation. Offer guidance and support to customers throughout the dispute process, explaining procedures, timelines, and potential outcomes. Clearly and effectively communicate the results of dispute investigations to customers, addressing any questions or concerns they may have. Work closely with other team members, including fraud prevention specialists and customer service representatives, to streamline processes and improve overall efficiency. Maintain accurate records of all dispute cases, documenting actions taken, resolutions reached, and any relevant correspondence. Stay informed about industry regulations, best practices, and emerging technologies related to debit card disputes, continuously enhancing knowledge and skills. Perform other duties as assigned. Actively participate in the Customer Service First sales and service culture, support the values of the organization, and follow established Bank policies and procedures. Periodic travel to Abilene or other Bank Regions for training is required. Saturday hours and holiday hours may be a requirement based on your branch location's hours of operation.

MINIMUM QUALIFICATIONS: Minimum of 2 years of experience within a banking or financial services environment is a plus, preferably in dispute resolution or fraud prevention. Previous experience in customer service, dispute resolution, or financial services industry. Knowledge of banking products, services, systems and workflows, transaction processing applicable regulations, especially the Bank Secrecy Act with regards to fraud reporting Knowledge of banking regulations and card network rules pertaining to debit card disputes. Experience with video communication tools such as Zoom, Microsoft Teams, or Skype. Strong understanding of virtual debit card products, payment processing systems, and dispute resolution processes. Excellent Communication Skills: Strong verbal and written communication skills are essential for effectively interacting with customers via video calls and providing clear explanations throughout the dispute resolution process. Must also have the ability to effectively interact with team members and Senior Management. Ability to analyze transaction data and customer information to identify patterns, detect potential fraud, and make informed decisions regarding dispute resolutions. Customer Focus: A customer-centric approach, with a commitment to providing exceptional service and ensuring a positive experience for every customer, even in challenging situations. Problem-Solving Abilities: Capacity to assess complex situations, identify root causes of disputes, and develop creative solutions to resolve issues efficiently. Technical Proficiency: Comfortable using video communication platforms and familiar with basic computer applications for documentation and record-keeping purposes. Attention to Detail: Meticulous attention to detail is critical for accurately documenting dispute cases, maintaining records, and ensuring compliance with regulatory requirements. Adaptability: Ability to adapt to changing priorities, handle multiple tasks simultaneously, and thrive in a fast-paced environment. Detail-oriented with a focus on accuracy and quality in all aspects of work. Ability to maintain utmost confidentially of accounts and/or employees under a dispute or investigation. Must be able to assess any given situation and bring to a successful resolution. Proficiency in Microsoft Office Suite and other relevant software applications. Ability to adapt to change, prioritize tasks, and work efficiently in a fast-paced environment. Must be experienced in effective use of one or more core banking deposit and new account software. Proficiency in using video conferencing tools and customer relationship management (CRM) software. Commitment to upholding ethical standards and maintaining confidentiality in handling sensitive information. Follow established policies and procedures.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) #J-18808-Ljbffr