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* Investigate and resolve EFT cases, ensuring Reg. E compliance
* Ability to review and analyze bank archival records, public records, and non-public records
* Interview customers to obtain additional or clarifying information
* Contact merchants to obtain necessary information to investigate disputed transactions
* Properly handle customer inquiries regarding an existing or previous dispute
* Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
* Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
* Properly submit requests to escalate chargebacks for Pre-Arbitration
* Write detailed and concise notes to justify case decisions
* Meet daily deadlines and goals
* Perform assigned tasks in accordance with regulations, company policies and procedures
* Regular and predictable attendance and punctuality
* Other duties as assigned
* Ability to review and analyze bank archival records, public records, and non-public records
* Interview customers to obtain additional or clarifying information
* Contact merchants to obtain necessary information to investigate disputed transactions
* Properly handle customer inquiries regarding an existing or previous dispute
* Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
* Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
* Properly submit requests to escalate chargebacks for Pre-Arbitration
* Write detailed and concise notes to justify case decisions
* Meet daily deadlines and goals
* Perform assigned tasks in accordance with regulations, company policies and procedures
* Regular and predictable attendance and punctuality
* Other duties as assigned
Physical Requirements:
* Must be able to remain in a sitting stationary position for extended periods of time
* Constantly operate a computer and other office machinery
* Ability to lift up to 25 pounds
* Must be able to remain in a sitting stationary position for extended periods of time
* Constantly operate a computer and other office machinery
* Ability to lift up to 25 pounds
*Position level dependent upon experience
FCBI is an equal opportunity employer.
Qualifications
* At least 18 years of age
* High School Diploma or Equivalent
* Customer service experience preferred
* Prior case management, collection, or investigation experience preferred
* Professional written and verbal communication skills
* Working knowledge of Microsoft office and general office equipment
* Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
* Detail oriented and ability to organize and prioritize
* Must be able to get along with co-workers and work effectively in a team environment
* Must successfully pass background investigation according to company policy
* High School Diploma or Equivalent
* Customer service experience preferred
* Prior case management, collection, or investigation experience preferred
* Professional written and verbal communication skills
* Working knowledge of Microsoft office and general office equipment
* Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
* Detail oriented and ability to organize and prioritize
* Must be able to get along with co-workers and work effectively in a team environment
* Must successfully pass background investigation according to company policy
Must be bilingual in English/Spanish
Learn more about this Employer on their Career Site
