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

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

Job Type




Pittsfield, MA 99 North St

Job Details



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.


  • Associates degree preferred

  • High School Diploma


  • 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