Equal Opportunity Employer/Disabled/Veterans
Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
Dickinson Financial Corporation is a family-owned bank with a long history of service to the communities in which we do business. Our two banks, Academy Bank and Armed Forces Bank, are committed to this philosophy of service to others, as well as, creating a diverse, equitable and inclusive environment that contributes to immediate results and the long-term success of people. We recruit a diverse mix of talented people to deliver Fast, Easy, and Personal service that is welcoming to all, helping us to achieve our vision of being the "Go2Bank", all while having fun and doing good things along the way!
A Dispute Center Specialist I primary function is to respond to inbound and outbound phone calls from clients regarding debit card and ATM transaction disputes. The focus of a Dispute Center Specialist I is to provide an exceptional client experience while efficiently assisting clients with ATM and debit card questions or problem resolution.
Principal Accountabilities: Properly authenticate the identity of the caller as our client in accordance with written department procedures before providing any information. Respond to inbound calls promptly and courteously, providing accurate and complete information to resolve the client's questions. Make return calls to clients in response to voice messages received. Will be responsible for retrieving and efficiently handling voice messages. Provide transaction information to aid the client in remembering the transaction or determining that the transaction may need to be disputed. Provide a dispute form to the client via click to send and documented department procedures. Call volume (daily, weekly, and monthly) determined by ATM & Debit Card Department Manager according to position level. Continual development of knowledge regarding the bank's and card processor's systems including but not limited to Navigator, intranet, Payments One, Data Navigator, Secure Lock Case Manager. Other duties as assigned. Maintain client confidentiality. Regular attendance is required, working at the worksite during regular business hours and/or assigned hours.
Minimum Qualifications: High school diploma, GED, or equivalent education is required. Minimum of 1-year prior banking experience required. Basic Microsoft Word and Excel skills required. Professional telephone skills required. Excellent verbal and written communication skills required. Ability to remain positive and professional in a fast-paced environment with shifting priorities.
The work environment is typical of a standard office setting. The position is sedentary, exerting 0 -- 10 lbs. of force occasionally and/or a negligible amount of force frequently. It involves sitting most of the time but may also involve moving about or standing for brief periods of time. Reaching may be required involving extending arms in any direction. Office equipment, such as a computer and telephone will be used requiring the ability to manipulate a keyboard or keypad. Ability to read a computer screen or written documents is necessary. Ability to e xpress or exchange ideas; impart oral information to customers or to the public; or convey detailed or important spoken instructions by means of the spoken word is required. Ability to receive detailed information through oral communication is required.