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.

• 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.

• 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