This person works as part of an autonomous team and is a key contact related to dispute situations and resolutions for First Bank & Trust. This includes understanding and adhering to dispute Rules and Regulations and providing support for both employees and customers.  

Qualifications: This person should have an associate’s degree in a business-related field plus two years of related experience or the equivalent.  Above average customer service skills and the ability to work independently, as well as part of a team, to complete a variety of tasks while meeting deadlines. This person should have an aptitude for detail and accuracy and possess problem solving skills.  

Principal Responsibilities: 

• Research, investigate, track, and follow all Regulation E rules, including working knowledge around Visa and the ACH Rules for handling disputed transactions.  

• Demonstrate accuracy, thoroughness, and orderliness in working ACH disputes and ATM/POS disputes. Respond to customers in accordance with Regulation E timeframes. 

• Work with vendors when appropriate regarding Reg E Software and process changes.  

• Keep FRAML and Supervisor informed of trending issues to be further researched; they are also your contact point for escalated situations.  

• Be engaged with Continuous Improvement initiatives to contribute to process improvements, operational efficiencies, and superior customer service. 

• Perform quality checks of all critical, key daily functions within the department and respond to department emails as appropriate. Assist in reviewing, maintaining, and updating department procedures annually, at a minimum. Strengthen team dynamics by participating in cross-training efforts as needed. 

• Be a resource for customers and employees throughout the organization for dispute questions and situations in which Banking Operations supports. Respond to customer inquiries and requests in a timely manner; assisting frontline staff promptly to expedite resolutions to customer issues.  

• Contribute to and support Operational programs. Be familiar with and practice the “Be the 1” principles. Actively pursue developmental opportunities as discussed in one-on-ones and/or annual performance reviews. 

• Comply with laws, regulations, and policies that impact the business, keeping the supervisor and department manager apprised of potential issues or areas of concern. 

• Act in accordance with FBT policies and procedures as set forth in the employee handbook. 

• Adhere to compliance procedures and participate in required compliance training.