Our core values guide everything we do:
We are actively engaged, genuinely care, and find solutions.
We are committed to each other and our customers. We seek to understand, connect, and collaborate.
We do the right thing, take responsibility, and earn trust through our actions.
We bring passion, enthusiasm, and a commitment to continuous improvement.
We lift each other up and create a positive experience for coworkers and customers alike.
When you join SBSU, you're joining a team that lives these values every day.
- Assist customers with disputes involving:
- Debit Cards
- Credit Cards
- Zelle
- ATM transactions
- ACH transactions
- Online Bill Pay
- Investigate customer claims and gather supporting documentation from customers, merchants, card issuers, and internal departments.
- Process, research, and resolve chargebacks and cardholder disputes accurately and within required timelines.
- Manage disputes from initial intake through final resolution while providing timely customer communication throughout the process.
- Ensure compliance with Regulation E, Regulation Z, NACHA operating rules, and other applicable regulations.
- Track critical deadlines, required documentation, transaction processing activities, fees, and interest adjustments.
- Identify potential fraudulent activity and help protect the bank and its customers from fraud.
- Collaborate with team members and departments across the organization to provide a streamlined dispute resolution experience.
- Support continuous improvement efforts by identifying opportunities to enhance dispute procedures and workflows.
- Participate in ongoing training to stay current on regulations, industry best practices, and dispute management systems.
- High school diploma or equivalent.
- Proficiency with Microsoft Office products.
- Strong written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities while meeting deadlines.
- Strong analytical and problem-solving abilities.
- Ability to work both independently and collaboratively.
- Commitment to delivering exceptional customer service in a professional, non-judgmental manner.
- Previous banking experience.
- Experience with fraud investigations, chargebacks, or dispute resolution.
- Familiarity with payment processing and electronic banking transactions.
Successful candidates will demonstrate the ability to:
- Learn and apply complex banking regulations and operating rules.
- Follow established procedures while maintaining accuracy and compliance.
- Analyze transaction data and investigate complex customer claims.
- Build strong relationships with customers, merchants, vendors, and internal teams.
- Adapt to changing business needs and priorities.
- Utilize technology and banking systems effectively, including platforms such as Intercept, Base2000, Finboa, and FCM.
- Communicate professionally across phone, email, chat, and face-to-face interactions.
- Disputes are resolved accurately and within regulatory requirements.
- Customers feel informed, supported, and treated with respect throughout the process.
- Potential fraud is identified and addressed proactively.
- Strong partnerships are built across departments and with external stakeholders.
- Regulatory compliance and documentation standards are consistently maintained.
- The dispute process continues to improve through teamwork and innovation.
Full-time employees are eligible for a comprehensive benefits package, including:
- Medical Insurance and HSA
- Dental and Vision Insurance
- Basic Life, AD&D, and Long-Term Disability Insurance
- Supplemental Life and AD&D Coverage Options
- 401(k) with Employer Match
- Annual Incentive Program
- Paid Time Off (PTO) Accrual Each Pay Period
- Up to 12 Paid Holidays Per Year
- Childcare Reimbursement Program
- Employee Recognition Program
- Monthly Wellness Activities
This is an on-site position and is not eligible for remote work.
Preferred
-
Computer Programs/Systems
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
