Job description

Responsible for in depth research as required. Assist in motivating, inspiring, and coaching Dispute Resolution Specialists. Manage day-to-day departmental operational workflows to ensure staff/department are processing claims within required timeframes. Assist Chargeback Operations Manager with employee development, training and assigned projects. Maintain individual daily workflows while assisting staff/Manager as needed with assigned claims for debit cards, credit cards, and ACH. Provide superior customer service, to both internal and external customers, via telephone and written communication, while exhibiting Central Bank's Legendary Service standards.

Support Dispute Resolution staff/BankCard Management as needed
Assist/maintain dispute timeframes claims, customer communications and overall workload
Monitor dispute life-cycle efforts/fraud strategy management
Develop and attend training sessions pertinent to Dispute Resolution efforts
Assist hiring/mentoring of Dispute Resolution staff
Develop and maintain Dispute Resolution reports at product, staff and departmental levels
Research/respond to Voice of the Customer notifications
Create/maintain Dispute Resolution procedures, knowledgebase documents, correspondence and employee servicing manual
Approve/review/monitor staff sick/vacation time
Create/review miscellaneous departmental reports
Interact with affiliate banks, processors and Card Associations
Keep current on industry/bank regulations, processor rules, and departmental procedures
Special projects as assigned

Requirements:
Relevant banking, credit/debit card experience preferred
High School Diploma or equivalent required
Previous BankCard experience required
Manage and cultivate staff with multiple personality types
Self-motivation and employee motivation skills
Strong written and oral communication skills
Telephone and direct internal/external customer contact required
Strong organizational and time management skills including ability to multi-task
Identify opportunities to improve customer/employee experiences/processes for multiple situations/scenarios
Strong analytical and problem solving skills
Utilize multiple vendors/servicing platforms
Attention to detail with an aptitude for math and data entry
Ability to adapt to change within a fast-paced work environment

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