Dispute Center Specialist

2 weeks ago

Kearney, United States Dickinson Financial Corporation Full time
Position Description

Summary:

The Dispute Center Specialist I responds to inbound and outbound phone calls from clients regarding debit card and ATM transaction disputes. A successful Dispute Center Specialist I will focus on providing exceptional client experience while efficiently assisting clients with ATM and debit card questions or problem resolution. The Specialist I will be responsible for retrieving and efficiently handling voice messages from clients.

Principal Accountabilities:

  • Properly authenticate the identity of a caller as the bank's client in accordance with written department procedures before providing any information.
  • Respond to inbound calls promptly and courteously, providing accurate and complete information to resolve the client's questions.
  • Provide transaction information to aid clients in remembering the transaction or determining that the transaction may need to be disputed.
  • Provide dispute forms to clients via click to send and documented departmental procedures.
  • Respond to Call volume (daily, weekly, and monthly) as determined by ATM Debit Card Department Manager.
  • Responsible for continual development of knowledge regarding the bank's and card processor's systems including, but not limited to, Navigator, Intranet, Payments One, Data Navigator, Secure Lock Case Manager.
  • Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
  • Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
  • Maintains client information in complete confidence.
  • Completes other specified duties as assigned.
  • Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.
Position Requirements

Minimum Qualifications:
  • High school diploma, GED, or equivalent education is required.
  • Minimum of 1-year prior banking experience required
  • Basic Microsoft Word and Excel skills required.
  • Prior experience in phone or chat-based client service required.
  • Ability to keep up with and quickly learn new software solutions.
  • Excellent verbal and written communication skills required.


Physical Requirements:

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. If associate works in our hybrid work program, lifting of about 5 lbs. (laptop) is required twice daily.

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