Unauthorized Disputes Investigations Operations Specialist

* Supervise a team of employees
* Monitor and provide guidance and coaching to employees and address issues when identified
* Provide training to employees to ensure the work performed is compliant with policies and regulations
* De-escalate and resolve challenging customer concerns and issues with minimal assistance
* Assist with researching and resolving formal escalations
* Ensure team follows regulations, company policies and procedures
* Monitor workload productivity and ensure expectations are met
* Manage team in absence of manager
* Review and decision requests for case closure related to denials and merchant credits
* Investigate and resolve EFT cases, ensuring Reg. E compliance
* Ability to review and analyze bank archival records, public records, and non-public records
* Interview customers to obtain additional or clarifying information
* Contact merchants to obtain necessary information to investigate disputed transactions
* Properly handle customer inquiries regarding an existing or previous dispute
* Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
* Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
* Properly submit requests to escalate chargebacks for Pre-Arbitration
* Write detailed and concise notes to justify case decisions
* Meet daily deadlines and goals
* Perform assigned tasks in accordance with regulations, company policies and procedures
* Regular and predictable attendance and punctuality
* Other duties as assigned

Physical Requirements:
* Must be able to remain in a sitting stationary position for extended periods of time
* Constantly operate a computer and other office machinery
* Ability to lift up to 25 pounds

*Position level dependent upon experience

FCBI is an equal opportunity employer.

* At least 18 years of age
* High School Diploma or Equivalent
* 3 years of banking experience, related experience or demonstrated knowledge to perform the job
* Customer service experience preferred
* Prior case management, collection, or investigation experience preferred
* Professional written and verbal communication skills
* Working knowledge of Microsoft office and general office equipment
* Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
* Detail oriented and ability to organize and prioritize
* Effective problem-solving skills
* Effective leadership skills
* Must be able to get along with co-workers and work effectively in a team environment
* Must successfully pass background investigation according to company policy