ORS Partners

  • Resolution Analyst

    Job Locations US-CT-New Haven
    Posted Date 1 month ago(1/15/2019 10:57 AM)
    Client & Job Location : Address
    115 Munson St
    Client & Job Location : Postal Code
    06511
    Job ID
    2019-6207
    # of Openings
    1
    Category
    Banking
    Type
    Regular Full-Time
  • Overview

    The Resolution Analyst will be responsible for investigating disputed customer transactions that are received verbally and/or in writing. This may involve answering/making calls to customers and/or merchants while conducting research on the customer inquiries so we can provide stellar customer experience, ensure compliance to all applicable regulations, and minimize financial impact to the company. 

    Responsibilities

    ESSENTIAL DUTIES

    1. Investigate oral and written notice of errors for disputed transactions related to ATM / Debit card activity, Automated Clearing House (ACH) activity and unauthorized check activity in accordance with rules and regulations.
    2. Analyze disputed transactions for possible fraudulent activity.
    3. Gather data from internal and external systems to substantiate transactions and determine appropriate course of action.
    4. Communicate effectively and concisely with merchants, colleagues and customers to resolve chargeback and dispute cases.
    5. Reconcile general ledger adjustments and/or chargeback cases.
    6. Maintain an accurate case history of the dispute process.
    7. Work independently to complete tasks while maintaining a good working relationship with fellow colleagues.
    8. Provide feedback to management regarding opportunities to continuously improve our business (i.e. updates to policies and procedures, system upgrades, etc).
    9. Escalate to management in a timely manner any issues of concern.

    ADDITIONAL DUTIES

    1. Performs other duties and functions as required in support of the Banking Operations department.

    Qualifications

    EDUCATION REQUIRED

    Associate Degree or higher preferred or relevant work experience

     

    QUALIFICATIONS

    1. Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
    2. Inspires others to achieve success
    3. Proficient in Excel, Outlook, Word and Access
    4. Ability to perform basic mathematical calculations
    5. Clear verbal and written communication skills
    6. Comfortable and skilled in inbound and outbound calls to customers and/or merchants
    7. Enjoys new challenges in a rapidly growing environment
    8. Must be well organized with keen attention to detail
    9. Strong analytical and conflict resolution skills
    10. Excellent time management skills, with the ability to prioritize and multi-task under deadlines
    11. Demonstrate effective problem solving skills
    12. May be asked to work overtime

    Preferred Experience:

    1. 1 – 2 years in banking or financial services industry
    2. 1+ years of inbound or outbound calling
    3. Knowledge of the Electronic Funds Transfer Act (Regulation E)
    4. Successful experience managing fraud, risk or dispute processing
    5. Knowledge of the Electronics Payments Association
    6. Knowledge of the MasterCard chargeback guidelines

    WORK ENVIRONMENT: 

    Work area is a comfort-controlled work environment with a moderate level of noise. Majority of essential job functions will be performed in an open cubicle/workstation. 

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