Contact Center Dispute Specialist

4 weeks ago

Jonesboro, United States Arvest Bank Operations, Inc. Full time

Pay is based on a number of factors including the successful candidate's job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

Position is located at 2009 Browns Ln., Jonesboro, AR 72401.

Internal candidates may be able to work remotely from day one in position.

External candidates may be able to work remotely after the initial 120 day training period with sufficient performance.

Position requires flexibility Monday through Friday 7:00 am to 8:00 pm and Saturdays 8:00 am to 5:00 pm.

The story of Arvest is one of commitment. Our founders started it in 1961 with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers first as we continue to fulfill our mission-people helping people find financial solutions for life.

Job Title: Contact Center Dispute Specialist

The Contact Center Dispute Specialist liaises with customers who wish to report possible fraudulent activity on their accounts. The Dispute Specialist is responsible for providing sincere, professional, and quality phone and digital service to bank customers regarding suspected and/or reported on ACH (Automated Clearing House), ATM/iTM (Automated Teller Machine and Interactive Teller Machine) and Point of Sale transaction disputes. The incumbent is also responsible for working with the customer to attain information on the transactions in question, retrieving required documentation, entering the information necessary to file the dispute, and responding to additional customer inquiries concerning the dispute processes.

What You Will Do at Arvest: (Other duties may be assigned.)
• Provide exceptional internal and external customer service by displaying sincere, outgoing, and friendliness, promptly answering phones, and consistently exhibiting courtesy, competency, and concern.
• Answer internal and external customer telephone inquiries using proper telephone guidelines and account verification techniques, utilizing multiple banking systems to access customer account information, and promptly following through to a satisfactory resolution on inquiries, requests and/or complaints.
• Daily processing of cardholder Point of Sale, ATM/iTM withdrawals, ATM/iTM deposits, and ACH disputes according to Arvest policies, Regulation E, Visa, and NACHA (National Automated Clearing House Association) rules. Must be well versed in dispute types, which allow for provisional credit and require card cancellation.
• Ensure proper documentation of all case activity, including contacts, reviewed documents, and statements made by all involved parties.
• Assist with customer complaints or inquiries regarding dispute claims, card cancellations and new card orders when applicable.
• Offer additional services to customers by recognizing opportunities and educating customers about product enhancements, new products, or services.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to completing compliance training and adhering to internal procedures and controls; reporting any known violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.

Supervisory Responsibilities: NA

Responsibilities:

Toolbox for Success:
• A high school diploma or general education degree (GED) is required.
• 1 year of customer service experience required.
• 6 months of banking or financial institution experience required.
• Completion of Contact Center Core Training within 60 days is required.
• Exceptional verbal communication skills required.
• Contact/Call Center experience preferred.
• Relevant military experience is considered for veterans and transitioning service members.

Physical Demands:

The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.

Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

Grade 12

Pay Range: $18.95 - $22.50 per hour

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