ORS Partners

Temporary Banking Resolution Analyst

Job Locations US-CT-New Haven
Posted Date 4 months ago(6/25/2020 10:54 AM)
Client & Job Location : Address
115 Munson St
Client & Job Location : Postal Code
06511
Job ID
2020-7372
# of Openings
4
Category
Banking
Type
Temporary 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

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

ADDITIONAL DUTIES

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

Qualifications

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

Preferred Experience:

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

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