Job Title: Fraud and Dispute Specialist              

Reports to: Dispute Manager

FLSA Status: Non-Exempt

Salary Grade: NE12

Supervisory Responsibility: No

SUMMARY:

The Fraud and Dispute Specialist responds to inbound and outbound phone calls from Bank customers regarding debit card and ATM transaction disputes.  A successful Fraud and Dispute Specialist will focus on providing exceptional customer experience while efficiently assisting customers with ATM and debit card questions or problem resolution. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned by supervisor and/or Trustco Bank’s Board of Directors.

Processes debit card disputes, sends notifications/letters to customers.Communicates with debit card vendor regarding debit card fraud and transaction issues.Posts transactions to customer's accounts and general ledger accounts.Daily proof reconciliation of all debit card transaction exceptions.Analyzes debit card fraud.Communicates with branch personnel via E-Ticket and telephone regarding inquiries on debit cards.Processes debit card compromises and reissues compromised cards.Researches any inquiries regarding debit cards.Properly authenticate the identity of a caller as the bank’s customer in accordance with written department procedures before providing any information.Proper filing required daily for file retention.

REQUIRED EDUCATION/EXPERIENCE:

High School Diploma or equivalent education or experience.Effective verbal and written communication skills.Well organized with the ability to manage multiple tasks and work to time sensitive deadlines.Ability to work well independently and in groups.Working knowledge with Microsoft Office Programs; Excel and Word.

PREFERRED EDUCATION/EXPERIENCE:

A bachelor’s degree in a business-related field.

                  

POSITION TYPE/EXPECTED HOURS:

 

This is a full-time position. Office hours Monday – Friday 8:30am – 5:00pm. Evening and weekend work may be required as job duties demand.

 

TRAVEL:

 

No travel.

 

LANGUAGE SKILLS:

Must be able to speak, read, write, and understand the primary language(s) used in the workplace; bilingual skills a plus.  Ability to read, analyze, and interpret general business information, including but not limited to company policies and procedures. Ability to effectively present information and respond to questions from groups of managers and customers.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is largely sedentary role, requiring use of typical office equipment such as a computer, laptop and phone.Ability to communicate both in person and/or by telephone.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For the most part, ambient room temperatures, lighting and traditional equipment as found in a typical office / retail environment.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Trustco Bank is an equal opportunity/affirmative action employer. It is the policy of Trustco Bank to take affirmative action in affording equal employment opportunities to all qualified persons without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability or protected veteran status.

This includes, but is not limited to, the following:

 

Hiring, placement, upgrading, transfer, demotion or promotionRecruitment, advertising or solicitation for employmentTreatment during employmentRates of pay or other forms of compensationSelection for training, including apprenticeshipLayoff or termination

It is the policy of Trustco Bank to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.

EEO Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.