Location

Job Description:

The Debit Card Dispute Analyst is responsible for helping customers fight fraudulent debit card charges, standing up to improper merchant charges, and recovering invalid debit transactions. The analyst will investigate suspicious debit cards transactions and refer suspicious activity to the Fraud and BSA Department. The analyst is responsible for analyzing and understanding trends in fraudulent charges to help protect the bank's customers.

ESSENTIAL FUNCTIONS:

• Performs daily tasks as necessary and as assigned, to include, but not limited to:

  • Dispute investigations & processing;

  • Customer interviews via outbound calling;

  • Transactional and access monitoring;

  • Assisting internal and external customers;

  • Outbound calling to merchant;

  • Works with applicable vendors to ensure accurate processing, assist in changes and testing as necessary.

  • Refers completed fraud cases to the Fraud and/or BSA Department to meet regulatory compliance.

  • Identifies and escalates issues to the management team as necessary.

• Balance various general ledger and department checking accounts for areas under responsibility.

• Learn and demonstrate an understanding of compliance rules like Regulation E, Mastercard Rules and meet required deadlines for reporting disputed charges. Learn other regulations and Bank policies and procedures related to the position.

• Develop and maintain a working comprehension of all department tasks and workflows.

• Maintain and deliver quality of service as defined by department standards.

• Build a thorough knowledge of bank's BSA, CIP, Reg. CC, and ID Theft Prevention Program, procedures and processes.

• Maintains strong PC and software skills (including Windows, Excel and Word) and an aptitude for learning bank systems.

• Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements, as well as knowledge and consistent compliance with other banking regulations and Bank policies and procedures related to the position.

• Perform backup duties as assigned.

Other:

• Provide a "Wow" customer service experience for team members and customers.

• Develop and maintain productive relationships with team members, leaders, customers, and vendors.

• Prompt and reliable attendance is essential in order to provide expected levels of service.

• Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.

• Must be detailed-oriented and maintain high degree of accuracy.

• Ability to make decisions in a fast-paced environment.

EDUCATION AND EXPERIENCE:

Associate degree; two years of related banking, fraud or debit card experience; or equivalent combination of education and experience.

• Strong oral and written communication skills.

• Interpret and use data for decision making.

EOE/including Disability/Vets

Member FDIC