Job Description

Job Title

Operations Associate - Disputes, Customer Services & Centralized Fulfilment

Job Summary

The Operations Associate is responsible for supporting Disputes, Customer Services, and Centralized Fulfilment processes. The role includes investigation and resolution of debit card disputes, processing account maintenance requests, updating customer and account information, handling fulfilment activities, and ensuring adherence to established procedures and service standards.

Key Responsibilities

Disputes - Regulation E

• Investigation and resolution of disputes for BANK's debit card products.

Customer Services

• Processing account information and account maintenance requests originating at other BANK segments (i.e., Branches, Customer Care Centre, Treasury Management, etc.).
• Vendor's responsibilities shall include updating customer titles and account maintenance receipt of W9 & W-8NRA forms and application of tax certification codes.
• Combing of duplicate customer records.
• Indexing of signature cards for DDA/SAV accounts.
• Certificate of Deposits (CDs) processing.
• Updating credit card demographics.
• Decedent processing (date of death balance requests and PA inheritance tax filing).
• 1098/1099 interest corrections.
• Duplicate, dispute research, statement requests, and Reg D inquiries.

Centralized Fulfilment

• Services consist of queue-based processing of fulfilment and returned mail transactions in accordance with BANK-owned Standard Operating Procedures.
• Performed within the systems, queues, and workflow tools designated by BANK.

Requirements

Required Skills & Competencies

• Strong attention to detail.
• Ability to work within established procedures and service standards.
• Effective organizational and time management skills.
• Ability to manage multiple tasks in a queue-based processing environment.
• Understanding of banking operations and customer service processes.
• Ability to work with operational systems, workflows, and designated processing tools.

Function

Banking Operations | Customer Services | Dispute Resolution | Centralized Fulfilment

Employment Type

Full-Time

Shift Timing

5:30pm to 2:30am (Two days week off)