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Card Operations Specialist

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Wichita, United States INTRUST Bank Full time

Description At INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. These character qualities are our tradition, and we bring them to life each day. Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. You will be supported in your career, you can lead no matter what your title, and you can see a path for future growth. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role. A modern benefits approach: To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being. Competitive pay Generous time off Employees receive three weeks of paid vacation plus 11 paid holidays each year. Paid time off to volunteer in the community. Paid employee and family sick leave – two weeks upon hire with monthly accruals. Paid parental leave. 401(k) plan with 6% employer match and 100% immediately vested. 3% non-elective company contribution; non-elective contribution vested after 3 years of service. Career growth and development resources Tuition reimbursement for full-time and part-time employees enrolled in any degree program. Banking benefits Medical, dental, and vision insurance Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details. Job Summary: Involves significant contact with INTRUST Bank customers in person and over the phone to resolve fraud claims. Customer contact is varied and in depth. Customer inquiries are seldom routine and involve extended contact with the customer to assure a satisfactory resolution. Independent decision-making is required to resolve customer problems and complaints. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s character qualities. Essential Functions: • All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation. • Works with customer to investigate and document fraud cases. • Ability to analyze fraud activity, data, and trends to take appropriate actions and make appropriate recommendations. • Responsible for being well versed in VISA chargeback regulations to recover disputed losses. • Documents and tracks fraud cases to ensure all necessary steps are done within required timeframes. • Resolve outstanding monetary items, research un-posted and/or rejected items and make online adjustments. • Provides customer service support to banking center personnel, customers, and customer solution center, assisting with questions and issue resolution. • Performs necessary functions to replace consumers lost/stolen or fraudulently used cards. Education and Experience: High school diploma or equivalent. 2 years of banking and/or customer service experience preferred. Required Skills and Knowledge: Excellent oral and written communication skills, Typing and keyboard skills required. Must be able to work shifts, days, nights, evenings, and weekends. Technical skills with the ability to multi-task between computer screens, systems, and phones. Excellent customer service skills. Ability to work both independently and collaboratively with a team. Required Licenses and/or Certifications: None. Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. Must be able to hear and speak clearly both face-to-face and over the phone. Must be able to use hands to key information and handle objects. The physical demands necessary for this role should be performed with or without a reasonable accommodation. Working Conditions: Normal office conditions. This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor. INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification. 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)