Dispute Resolution Specialist

About the Role

Jump start your career at Equity Bank as a Dispute Resolution Specialist. Join a team of customer service experts to build client relationships, deliver banking products, and create a superior customer experience.

Key Responsibilities

• Customer Service & Experience
• Deliver superior customer service and customer experience.
• Demonstrate excellent customer service skills with external and internal clients.
• Promptly accept calls and video sessions, creating a welcoming and professional environment.
• Effectively communicate with customers and partner departments.
• Collaborate with other departments to enhance the customer experience.
• Dispute Processing
• Receive incoming calls regarding debit and credit card transactions.
• Create and review fraudulent cases, resolving issues related to card transactions using multiple systems.
• Place outbound calls and conduct dispute resolution calls with merchants.
• Mediate between involved parties to resolve customer disputes.
• Review account activity to minimize risk and loss, complying with MasterCard and federal regulations.
• Perform security-related functions for consumer debit and credit cards, including restricting accounts, gathering documentation, and reissuing cards.
• Process card maintenance duties, including creating and mailing debit cards.
• Process chargebacks, pre-arbitration, arbitration, and compliance cases within MasterCard guidelines for fund recovery.
• Complete back-office adjustments and finalize disputes.
• Balance and reconcile the dispute general ledger daily.
• Compliance
• Understand and follow applicable laws and regulations, including Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Information Security, and Suspicious Activity Reporting.
• Apply knowledge of Regulation E guidelines for dispute case compliance.
• Apply knowledge of MasterCard rules and regulations for timely and accurate chargeback processing.
• Complete periodic compliance training.
• Other Duties
• Perform other duties as assigned or required.

Requirements & Tech Stack

• Education:
• High School Diploma or equivalent.
• Experience:
• Minimum of 1+ years banking experience.
• Minimum of 2+ years Customer Service experience (preferred).
• Skills:
• Excellent interpersonal, verbal, and written communication skills.
• Comfortable with video communication.
• Ability to analyze, investigate, and achieve results.
• Computer proficiency in Windows-based systems.
• Ability to maintain a high degree of confidentiality.
• Strong attention to detail.
• Organizational skills.
• Capability to work with a team to determine solutions.
• Physical Requirements:
• Regularly requires standing, walking, bending, and squatting.
• May require stooping, kneeling, crouching, or reaching.
• Occasional ability to carry, lift, move, or push up to 25 pounds.
• Must be able to talk and listen.
• Work Environment:
• Regularly works in an office setting.
• Most duties involve working with computers and electronic media.