EFT Operations Fraud Card Specialist

The EFT Operations Fraud Specialist is responsible for processing debit card disputed items and investigating claims in a fast paced work environment.  The EFT Operations Fraud Specialist will serve as the primary contact for all debit card related inquiries and research for both internal and external customers.  The incumbent will possess knowledge of debit card dispute processing rules, Regulation E rules, and MasterCard Zero Liability rules.  

Essential Functions

• Processes debit card disputes, ensuring appropriate and complete documentation is obtained from the customer, and all appropriate documentation is maintained in the dispute files.
• Completes dispute log to provide status of disputes at any time. 
• Processes disputed items in Data Navigator, and performs follow ups on outstanding items. 
• Sends required correspondence to customer and branch personnel regarding the status of their disputed items.
• Understands and maintains compliance with Regulation E and MasterCard Zero Liability Rules while adhering to bank policies and procedures.
• Demonstrates regulatory and technical knowledge to provide guidance and support to branch staff and customers on dispute items. 
• Ensures debit card orders are completed accurately and in appropriate time frames.
• Review and Process compromised card reissuances and ensures card closure upon new card activation to reduce fraud risk to the institution.    
• Ensures daily-automated tasks are complete through review of files and reports, and resolve non-posted transactions. 
• May be crossed trained in other areas of Operations/EFT related functions.
• Manages strict deadlines and performs time sensitive duties accurately and efficiently.
• Maintains a working knowledge of all functions within the department to sustain integrity of the department’s guidelines.
• This position may require extended weekday hours.
• Performs other duties as assigned.

Key Qualifications:

Education

• Bachelor’s degree in Accounting or Finance preferred, or equivalent experience.

Experience

• 3+ years of banking experience preferably in EFT Operations. 
• 1-2 years working with Debit Card dispute processing.
• Previous related experience in Mobile Deposits, ATM or Debit fraud.
• Previous experience researching trending fraud issues.
• Technical Skills including Microsoft Office.
• Experience with core banking solution, FIS Bankway preferred.
• Knowledge of EFT and Fraud processes and regulations. 
• Proven experience building solid working relationships with teammates, management, and other key stakeholders.
• Solid business and communication skills with the ability to prioritize workload and to communicate clearly and concisely.
• The position requires a person with meticulous attention to detail, organizational skills, ability to multitask and meet multiple deadlines, and ability to work independently.    

Personal Characteristics

• Unquestionable ethics, integrity, and values;
• High level of energy, passion, and commitment to excellence;
• Provides timely information to relevant employees (up, down, and across the organization);
• Good leadership and public relations skills;
• Maintains composure in frustrating situations;
• Demonstrates flexibility in working with others;
• Demonstrates a consistently high level of professional judgment in making sound and accurate decisions;
• Gathers and analyzes information skillfully to make good decisions;
• Identifies and resolves problems in a timely manner;
• Develops strong professional relationships with customers and coworkers;
• Maintains independence and objectivity in carrying out job responsibilities;
• Adheres to confidentiality policy, code of ethics and follows all policies and procedures relative to Consumer Compliance laws and regulations and best practice recommendations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone. While performing the duties of this job, the employee is regularly required to talk and hear. This position may require sitting, standing, walking, bending, and kneeling.

AAP/EEO Statement

Queensborough National Bank & Trust is an Equal Opportunity Employer.  We encourage qualified minority, female, veteran and disabled candidates to apply and be considered for open positions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.