Bilingual Unauthorized Disputes Investigations Specialist

Overview

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 and 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.

• 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

• 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

• 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
• Must be bilingual in English/Spanish

FCBI is an equal opportunity employer.