Berkshire Bank EFT Dispute Specialist - Pittsfield, MA (99 North St) in Pittsfield, Massachusetts

EFT Dispute Specialist - Pittsfield, MA (99 North St)(917286)

Job Type

Full-time

Category

Location

Pittsfield, MA 99 North St

Job Details

NON-EXEMPT / SALARY GRADE 6

Purpose/Objective:

Responsible for responding, investigating, researching, and preparing documentation related to EFT Disputes, including ATM and MasterCard Debit cards. Manage MasterCard Alerts (ADCs) for MasterCard Debit cards.

Key Accountabilities:

  • Investigates, researches and resolves Debit Card complaints to ensure proper settlement of disputed transactions and ensure compliance with Regulation E, or under the operating rules of the MasterCard Network 45%

  • Analyzes transactions for charge back eligibility and initiate eligible chargebacks on Data Navigator. Open Safe Cases when necessary.15%

  • Monitors customer disputes for fraud trends and work FIS fraud department to add new rules, or update existing rules to mitigate potential fraud. 10%

  • Assists branch personnel by providing guidance and instruction regarding EFT dispute inquiries.10%

  • Uploads MasterCard Account Data Compromise alerts from MasterCard Connect to CMSE. Process card reissue when necessary.5%

  • Stays abreast on MasterCard and Reg E requirements as they relate to disputed transactions.5%

  • Maintains procedures relating to EFT Disputes.5%

  • Maintains the EFT processing platform, Centrix, for optimal use.5%

  • Provides monthly reporting on EFT volumes including number of disputes, charge-offs, recoveries, etc. Performs other duties as assigned.5%

  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Education:

  • Associates degree preferred

  • High School Diploma

Experience:

  • Minimum 3 years’ banking experience

Skills & Knowledge:

  • Outstanding customer service skills

  • Excellent written and oral communication skills

  • Strong problem solving and organizational skills

  • Ability to work in an environment where deadlines require timely and accurate processing

  • Demonstrated ability to work independently while supporting a team

  • Proficient computer skills including Microsoft Office (Outlook, Word & Excel)

  • Strong knowledge of Regulation E, NACHA rules, OFAC, BSA, AML and CIP