First Security Bank offers career opportunities for professional, energetic and team orientated individuals who foster a culture that values exceptional customer service, critical thinking, problem solving and operational excellence.
Important Information Regarding Application Process: Please note that we do not accept resumes and encourage applicants to include work history on our formal application available via the "Apply Now" link. *Data from resume cannot be downloaded into application. We invite you to view additional job opportunities at https://www.fsbank.com/about/join-us/.
SUMMARY
Under the supervision and guidance of the assigned manager, research and resolve dispute transactions on a daily basis, including fraud cases and rejected transactions. Initiate appropriate action to resolve disputes, ensuring potential financial risk is mitigated, utilize available resources, and minimize negativity to the First Security Bank customer experience. This position requires employees to work on-site.
QUALIFICATIONS |EDUCATION | EXPERIENCE:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- High school diploma or general education degree (GED) will be required at the completion of your graduating year.
- Excellent communication, interpersonal skills, and a customer service-oriented attitude is required.
- Proficiency with Outlook, Word, Excel, typing, 10-key and utilization of the internet is required.
- 1-2 years of post-secondary education and/or customer service, relevant banking, or professional experience is preferred.
- Willingness to demonstrate Core 5 values with customers and coworkers.
HOURS OF AVAILABILITY: Regularly Scheduled Hours/Week: 40(+) hours per week | Monday - Friday 8:00am-5:00pm | *Extended working hours may be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Identify and review fraud trends/alerts and notify appropriate personnel.
- Process and monitor REG-E (ATM and Debit Card) disputes through all stages to completion. This requires thorough understanding of REG-E and Visa/MasterCard rules.
- Monitor emails and Internet Banking messages for new/ongoing dispute questions and updates.
- Monitor Intercept for representment documents and requests for updated information to ensure bank compliance.
- Close completed cases in accordance with established guidelines.
- Communicate with Retail Banking Specialist's and Officer's regarding problem resolution and customer service issues.
- Refer customers to other bank services as necessary.
- Adhere to strict confidentiality to maintain customer confidence and protection of bank operations.
- Able to operate computer software and equipment, telephone, scanner, and copier. Expected to become proficient with internal bank software.
- Able to hold a valid driver's license, have access to reliable transportation for arriving to work on time, work on-site at assigned location, and a willingness to extend working hours when necessary.
- Additional duties may be assigned by management.
SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities
SOFT SKILLS
Foster a culture that values high ethical conduct, critical thinking, problem solving, engagement, teamwork, and provides exceptional service. Establish positive and productive work relationships that provide honest feedback that generates trust.
PHYSICAL DEMANDS
The employee must possess sufficient mobility to work in and move about in a standard office setting and sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment. Repetitive movement of the wrist, hands, and fingers may be required. Substantial time may be spent on the telephone, working on a computer, sitting and/or standing. The employee must have the ability to hear and articulate well enough to carry on a normal conversation, both in person and over telecommunications. Visual abilities required by this job include the ability to read materials in either a printed format or on a computer screen. The employee must occasionally lift and move up to 10 pounds.
The work environment described here is representative of what an employee encounters while performing the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS
The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions. The employee must be able to interact with customers/coworkers in a calm and patient manner and maintain confidentiality and professionalism in all situations. The employee must be able to use basic mathematical skills related to currency including adding, subtracting, multiplying, and dividing numbers. The position also requires the ability to read and interpret documents, articulate detailed information, and draft routine written communications, instructions and/or presentations.
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