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Claims Resolution Specialist

2 months ago

Spring Hills, Texas, United States Woodforest National Bank Full time
Position Title: Dispute Specialist I

Overview:

Embark on a rewarding career path with a well-established and inclusive financial institution that is recognized nationally for its excellence. Woodforest National Bank, a privately owned entity, prides itself on being employee-owned, with a significant portion of ownership held through our Employee Stock Ownership Plan.

Our commitment to community engagement is evident through our active participation in local charitable initiatives and food banks, reflecting our dedication to serving the needs of our customers and communities.


Role Summary:

The Dispute Specialist I plays a crucial role in the investigation and management of debit card and ACH dispute claims, as well as Stop Payments, initiated by customers or on behalf of the bank. This position requires a thorough understanding of Regulation E and the bank's policies and procedures.


Key Responsibilities:
  • Conduct detailed research on customer dispute claims by analyzing card transactions, account records, and information from merchants or customers; make determinations or escalate as necessary.
  • Process credits and reversals based on the findings of dispute claims.
  • Provide exceptional support for inquiries related to disputes and claims from customers, branches, Customer Experience, and merchants.
  • Review pending dispute files to ensure all required documentation is submitted.
  • Handle dispute claims in compliance with Regulation E and departmental/network requirements.

Required Competencies:
  • Proficient in technology and internet research, including strong skills in Microsoft Office and the ability to navigate financial software and payment systems.
  • Understanding of banking operations, fraud investigations, and regulations concerning overdrawn funds and risk management, particularly Regulation E.
  • Self-motivated individual capable of working independently while contributing to a team-oriented environment.
  • Excellent customer service abilities with a focus on effectively resolving issues and discrepancies.
  • Ability to adhere to policies, procedures, and guidelines.
  • Flexibility in working hours; demonstrated reliability in attendance and punctuality.
  • Exceptional listening and communication skills, both written and verbal.
  • Strong organizational capabilities with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment while maintaining attention to detail.

Qualifications:
  • Minimum of 2 years of experience in financial operations, banking, or claims investigations.
  • Preferred 1+ years of high-level administrative or account servicing experience.
  • Some experience in customer service is preferred.

Education:
  • High School Diploma or equivalent is required.

Employment Status:
  • Full-Time.

Supervisory Role:
  • No supervisory responsibilities.

Travel Requirements:
  • Minimal travel expected.

Working Conditions:
  • Primarily sedentary work with occasional lifting of items up to ten pounds, and brief periods of walking or standing.

Disclaimer:

This job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities. Management reserves the right to assign or reassign duties as necessary.

Woodforest National Bank is an Equal Opportunity / Affirmative Action employer, and qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.