Senior Reg E Intake Representative

ESSENTIAL DUTIES & RESPONSIBILITIES

• Participate in all phases of the ATM/Debit Card and ACH claim intake processes.
• Assist with claim intake workflow, including but not limited to acceptance of claims by telephone, claim research, dispute processing, daily handling of pre-arbitration and re-presentments of transactions, assuring accuracy and compliance with timelines.
• Manage customer escalations, branch inquiries and assessment of unique customer claim situations.
• Act as primary interface with Visa as required.
• Ensure adherence to the CFPB Reg E timelines for provisional/final credit processing and customer notifications.
• Provide guidance to team members related to claim review, completeness, and training.
• Manage multiple competing priorities with effective prioritization and an eye for detail.
• Perform other duties as required.

SKILLS, EDUCATION, & EXPERIENCE

• High School diploma or GED required.
• 3-5 years of experience in financial services or digital payments including experience with Reg E.
• Knowledge of CFPB Reg E claim process; Visa systems a plus.
• Strong interpersonal and communication skills (verbal + written); emphasis on excellent customer service.
• Thorough knowledge of standard Banking policies, procedures, products and services.
• Ability to mentor team members and provide collaborative guidance to employees throughout organization.
• Working knowledge of bank systems required with an emphasis on our core banking and claims processing systems.
• Proficient in Microsoft Excel.
• Must be able to act independently and display sound judgement when resolving issues and make decisions that comply with Bank policies and procedures.

Visa sponsorship not available.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.