Job Description

The Operations Specialist is responsible for investigating both fraud and non-fraud debit card errors under the guidance of Regulation E. Assists department management with different projects and tasks to help improve the overall efficiency of the Debit Card Disputes Resolution department.

RESPONSIBILITIES:

• Reg E Investigations: leverage established best practices to research and investigate debit card error claims submitted by United Bank cardholders, including direct communication with cardholders, branch staff, merchants, and processors; ability to determine final approach or resolution and seeks additional management guidance as needed.
• Process credits/debits against cardholder accounts as prescribed by Regulation E and internal procedures.
• Data entry and follow-up into electronic banking systems to submit, track, and resolve cardholder disputes and errors.
• Maintain accurate and complete records of claims and cases processed.
• Communicate investigation findings and/or next steps to cardholder or customer services as needed
• Assist department management and other departments with information gathering, consolidation, and reporting, as needed.
• Provides support, as needed, to the alternate roles/responsibilities within Debit Card Disputes Resolution.
• Maintains deadline-driven workload with significant legal, reputational, and financial risks to the Bank for non-compliance, with moderate management oversight.
• Acts as informal resource to colleagues with less experience or familiarity with departmental-specific processes.
• Identifies key issues and patterns within data; able to identify potential problems and offer solutions to management.
• Leverages departmental knowledge to offer advice/recommendations, as needed; ability to seek additional assistance when reading or interpreting complex documents to determine appropriate action.
• Ability to acquire research insight through internal and external communication
• Communicates progress and problems to manager/supervisor as needed.

Qualifications

• High School diploma or equivalent required
• Minimum of two (2) years' experience in Operations or direct related external experience required
• Competent in Microsoft Office Products (Excel, Word, Outlook) required
• Effective oral and written communication skills required
• High-level of accuracy and great attention to detail
• Ability to multi-task and meet required deadlines
• Ability to comprehend and interpret Bank policies and procedures, and Banking regulations required
• Ability to perform most or all departmental functions.
• Ability to complete work with limited supervision required

KEY COMPETENCIES:

• Accountability
• Collaboration
• Thoroughness
• Functional Technical Skills

Essential Functions:
• Sitting for extended periods of time.
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, and other computer components.
• Ability to converse and exchange information with all levels of staff within organization.
• Ability to observe, perceive, identify, and translate data.

This job description is not intended to be all-inclusive and the employee will also perform other duties as assigned. It is not an employment contract. United Bank reserves the right to modify job duties or job descriptions at any time.