Reg E Dispute Resolution Specialist

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Job description

Why a career with Tri Counties Bank?

Fantastic benefits including:

-Eligibility for comprehensive medical/dental/vision coverage

-Paid time off your first year of up to 20 days(Vacation and many Holidays)

-Employee Stock Ownership Program where you may earn bank stock, year after year after year

-401K program with matching dollars from the bank

-Paid time-off to volunteer in your community (coming very soon)

As well as an opportunity to build a career with a company you can be proud to work for!

Position Summary:

The Reg E Dispute Resolution Specialist is responsible for filing and processing all Reg E claims for all bank customers and communicates information between customer, branches and departments. Provides support for customers, branches and Call Center for Reg E Claims investigation, processing and related questions.

MAJOR RESPONSIBILITIES

• Receives calls disputing ATM/Debit card transactions.

• Files disputes/claims over the phone for ATM/Debit transactions.

• Inputs the claim into the system.

• Ensures customer disputes or issues of fraud are filed in accordance with State and Federal regulations.

• Ensures appropriate actions are taken when customers call in to file disputes.

• Sets customer expectations with regard to potential outcomes and timing of resolution.

• Understands debit/credit card functions and working knowledge of Regulation E.

• Uses investigative techniques to research validity of ATM/Debit card claims to determine nature and cause of disputes.

• Utilizes internal and external data sources to conduct research, including tape review, internet searches, interviews, etc. This will include contact with external parties such as merchants, law enforcement, and others as needed.

• Analyzes data identified in investigation to determine final resolution and communicates findings in writing to Customer.

• Indexes and retains documentary evidence to support final resolution.

• Identifies fraud trends, communicating findings to other impacted areas of the bank, as needed, to mitigate risk for the Bank and our customers.

• Ensures customer disputes or issues of fraud are handled in accordance with State and Federal regulations.

• Ensures accounts are credited for fees resulting from unauthorized charges.

• Remains current with new/revised operational procedures to assure overall efficiency, control, and compliance with policy.

• Attends Reg E and Visa training/seminars to maintain expertise and remain current with any processing or regulatory changes.

• Supports inquiries by branches regarding questions on the outcome of disputes.

• Completes daily fraud reporting.

• Processes chargebacks for fraud claims and merchant disputes.

• Works with customers to obtain necessary documentation for chargeback processing.

• Provides department and branch support on questions/concerns related to Reg E claims.

• Works directly with Loss Prevention/Fraud group to identify opportunities for loss mitigation, to discuss fraud trends, to complete monthly loss reporting, etc.

• Reports suspected Adult/Elder Financial Abuse to Fraud Group for reporting to appropriate governing bodies.

• Provides comprehensive analysis and support to Department Manager in response to internal and external complaints.

• Assists Reg E Supervisor in ensuring an efficient workflow and assists with employee training needs/opportunities.

OTHER RESPONSIBILITIES

• Maintains a current understanding of Bank policies and procedures, in compliance with all state and federal laws, including but not limited to Overdraft Protection Guidance, Regulation E, Bank Secrecy Act (BSA), Suspicious Activity Reporting, Information Security, Identify Theft Red Flags, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, and Office of Foreign Asset Control (OFAC) compliance.

• Performs other department duties as assigned.

EDUCATION, EXPERIENCE AND OTHER SKILLS REQUIRED

• High school diploma or GED required.

• 0-2 years of relevant experience (banking, claim intake, customer service experience)

• Understand debit/credit card functions and working knowledge of Regulation E.

• Ability to analyze information to make a final determination.

• Ability to communicate with customers in a positive, courteous manner with a genuine concern for resolving problems or concerns.

• Ability to utilize personal computers and Windows driven programs.

• Excellent verbal and written communication skills.

COMPANY PROFILE

Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ:TCBK) headquartered in Chico, California, providing a unique brand of customer Service with Solutions available in traditional stand-alone and in-store bank branches in communities throughout Northern and Central California.

The Bank provides an extensive and competitive breadth of consumer, small business and commercial banking financial services, along with convenient around-the-clock ATM, online and mobile banking access.

Tri Counties Bank has remained strong and profitable through a top-down commitment to its core values, sound business principles and responsible lending practices.

Our success is also based on our involvement in the communities we serve. The personal touch comes naturally to Tri Counties Bankers. You may recognize us at business, school and non-profit events, baseball games and local eateries, skiing in the mountains, boating on the lakes, and fishing the local streams or attending an event in The City or on the peninsula.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)