Dispute Resolution Assistant bei Bank of the Pacific

The Dispute Resolution Assistant is responsible for filing and processing all Reg E and Check Fraud claims for all bank customers and communicates information between customer, branches and departments. This includes, but is not limited to the initial call intake for the claim, entering claim details into the dispute processing program, and aiding in the gathering of source documentation and customer forms.  The assistant also provides support for customers, branches and Call Center for Reg E Claims investigation processing and related questions.

Dispute Resolution Assistant is required to possess a general knowledge of Visa chargeback timelines as well as Regulation E rules and requirements in order to process and file customer disputes.  Dispute Resolution Specialist should be able to make claim determinations within documented policies and procedures and will escalate determinations that are required that are outside of policy/procedure or special in nature to Dispute Resolution Specialist and/or Department Management as required.

This position also will back up Central Operations team as needed for the completion of daily task work or periodic reconciliations.

Special projects or tasks may be periodically assigned in order to enhance department functionality.

General:

1. Provide customer service, both internal and external, in accordance with the CARE Program.
2. Identify self to branch or individual. Interact with all individuals in a friendly and professional manner.
3. Present accurate information on all available Bank of the Pacific accounts, procedures, and services.
4. Answer telephone promptly, following established Bank Telephone Courtesy Standards.
5. Project a positive and professional image through dress, appearance, conduct and an orderly work area.

 Specific:

1. Provide direct internal and external customer support relating to fraud or dispute claims, both electronic and check.
2. Aid in the preparation of appropriate documentation for fraud and dispute claims and aid in ensuring accurate and strict timeline requirements for completion of forms and documentation as governed by regulations are met.
3. Attend/complete training with the goal of being able to be a resource for other departments for understanding fraud/dispute processes and be able to provide status updates to those other departments when appropriate.
4. Perform transactional processing which may include input, exception handling, research, transaction/account balancing, and dispute processing.
5. Obtain an understanding of the Bank's Fraud policies and procedures for accurate completion and communication of Fraud Incident Referrals and Reg E Dispute submissions.
6. Obtain an understanding of critical regulatory requirements related to all Reg E Dispute claims, ACH/NACHA rules, and VISA rules and regulations.
7. Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.
8. Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations that apply to your position.
9. Assist Central Operations team as needed for the completion of daily task work or periodic reconciliations.
10. Other responsibilities as assigned.

Compliance and Internal Controls: 

All employees are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties.  Each employee is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities.  It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls.   All employees shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions.  Employees must participate in required training on pertinent compliance laws and regulations as required by the Bank of the Pacific.

All employees will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

Education/Knowledge/Skills & Abilities:

• High School diploma or equivalent.
• Three years plus branch experience.
• One year plus Dispute Resolution experience.
• Demonstrated interest and ability to be self-sufficient and self-motivated.
• General understanding of the bank policies, procedures and compliance, specifically Reg E and Visa Rules.

Skills / Knowledge / Abilities:

Manual

• • Computer Skills
  • Working knowledge of Micro-Soft Office
  • 10-key calculator
  • Type 40 wpm

Interactive and Social

• • Excellent customer relations skills
  • Excellent interpersonal relations skills
  • Effective oral communication and writing skills
  • Sound reasoning and judgment
  • Resourceful; good follow through
  • Ability to perform independently with minimal supervision

Working Conditions / Environment / Potential Hazards:

• While performing the duties of this job the employee regularly works in general office setting with a controlled climate.
• Work involves being able to concentrate on the matter at hand, sometimes managing distracting work conditions and frequent employee and customer contacts and interruptions during the day. 
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work additional hours as needed.

 Physical Requirements:  

• The employee is frequently required to stand, walk, type, and speak with internal and external customers for extended periods of time.
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. 
• Work may involve the constant use of computer screens.  
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, fax machine, and other office equipment including those related to completing banking services in the branches. Work requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Occasional lifting 20 lbs (i.e., deposit bags, money trays, loan files, boxes). 

Our Mission is simple, to be the best Bank for our employees, customers, investors and community. 

At Bank of the Pacific, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area. A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

Our Core Values – We Care.

            We consistently demonstrate this through:

Teamwork and open communication ~ Integrity, honesty and respect for others ~ Enthusiasm and positive recognition ~ Professionalism, initiative and innovation ~ Accountability, focused action and timely follow-through ~ Commitment to make our company a success

For your Benefit We Offer:

• Salary range for this position is $21.00 to $25.00 per hour. The specific salary offered will depend on several factors including but not limited to applicant’s knowledge, skills and experience relevant to the position.
• Eligible to participate in annual incentive plan.
• We offer a comprehensive healthcare benefit package that includes: Medical, Dental, Vision, EAP, LTD, STD, Group Life, VTL, AD&D, FSA, DCAP, LFSA, and HSA.
• Retirement Savings Plan through 401(k) with an additional Roth 401(k) option. We match 100% of your deferral up to 5% of eligible compensation.
• Wellness Dollars up to $500 per year.
• Weekend Wellness Hours, up to 4 per quarter.
• Paid Birthday and Anniversary Holiday
• 11 paid Holidays per Year
• Sick Leave Time – Earn up to 8 days each Year
• Vacation – 12 days each Year (first year adjusted based on hire)
• Vacation Purchase Plan
• Tuition Reimbursement
• Employee Banking Privileges and Special Loan Features.

(All paid time off is pro-rated for part-time employees based on their scheduled work hours.)

All employees are responsible for internal controls in the performance of their assigned duties. Internal Control responsibilities are established in various policies, procedures, and documents including the Code of Conduct.

Bank of the Pacific is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, marital status, age, disability or protected veteran status.

Salary Range Disclaimer:

The base salary range represents the minimum and the maximum of Bank of the Pacific’s salary range for this position. Actual salaries will vary depending on factors related to business needs and the employee’s relevant knowledge, qualifications, experience, and job performance for the position.