Senior Dispute Investigation Analyst

First Carolina Bank • Rocky Mount, NC • 2w ago

Position Purpose:

This position provides direct support for the Director of Dispute Management. Responsibilities include back coverage on all team tasks as well as being first line of contact for questions from Disputes Analyst. In addition, preforming investigating and processing disputes within regulation guidelines. Responsibilities include researching and concluding disputes for but not limited to card, ACH, check, wires, financial aid refunds, and account transfers, processing chargebacks, making outbound merchant and customer calls when necessary

Primary Responsibilities:

Ability to recognize and act upon the importance of balancing risk and customer experience.

Analyzing dispute cases and support documentation received to determine if the transaction(s) is a valid dispute.

Communicate with customers, merchants, and leadership regarding fraud claims.

Determining which disputes qualify for chargeback to the merchant based on specific criteria.

Drives efficiencies by having continuous improvement mindset.

Ensuring all Reg E disputes and notifications are processed accurately and timely.

Maintain dispute and chargeback inventory to ensure all cases are accounted for and processed timely.

Manage disputes and fraudulent activity within the allotted timeframe for chargeback cycle and regulations

Notifies management of important developments (fraud trends) and potential problems (fraud detection/prevention)

Provide cross-functional support to Fraud Analysts and Investigators through alert review and Error Resolution processing.

Provide support for team members and Director when needed this includes answering questions, providing dispute data, and new hire training.

Request, examine, and analyze banks transmittal records and/or supporting documentation to determine chargeback eligibility

Strong ability to multi-task while also staying adaptive

Thorough understanding and demonstrated execution of best practices associated with conducting complex fraud investigations.

Working understanding of all regulatory requirements associated with fraud investigations, such as the Bank Secrecy Act, Uniform Commercial Code, Regulation CC, Regulation E, Gram-Leach-Bliley.

Step in to lead meetings, make interim decisions, and manage operations during the Directors absence.

Address team questions and concerns, ensuring consistent communication and guidance.

Act as a strategic partner to the Director by assisting in planning, analysis, and decision-making activities.

Working with the Fraud Risk Team in developing business rules to monitor, identify and remediate fraudulent trends quickly.

Other duties as assigned.

Authority, Impact, Risk:

Reputational and financial risks due to non-compliance

Lack of understanding and compliance on the part of the staff due to improper or non-existent training and incomplete/missing policies and procedures

Failure to detect, investigate, and mitigate fraud effectively while not ensuring compliance with legal and regulatory standards will not reduce fraud-related risks, minimize losses, and safeguard the banks reputation and financial integrity.

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