Operations Clerk I (Fraud)

at  COMMUNITY TRUST BANK INC

SKILLS/KNOWLEDGE AND ABILITIES/EXPERIENCE

• Recommended: minimum of 1 year bank operations
• Analytical and organizational skills with a detail-oriented approach
• Proficiency in Word and Excel
• Exceptional Customer Service skills
• Ability to multi-task without getting off-track
• Excellent written and verbal communication skills
• Ability to work under strenuous pressure with strict time constraints
• General knowledge of investigative, audit, and research techniques and procedures

• Processing claims in accordance with Federal Regulation E, Visa Dispute Rules and NYCE Dispute Rules
• Be able to differentiate between Regulation E, Visa Rules and NYCE Network Rules and how to apply each to ATM/Debit Card Disputes
• Employee will manage different dispute types/cases, perform investigation(s) to meet regulatory requirements and ensure the correct timeframes are met
• Assure that regulatory timeframes as well as contractual agreements are met to avoid compliance violations, including but not limited to: issuance of credit, reversal of fees, interest calculations and reimbursements, mailing appropriate notification letters to customers, case closing timeframes, etc.
• Providing maximum protection over the Bank’s assets by minimizing losses and/or maximizing recoveries to the best of our ability
• Ensure client satisfaction by resolving client reported transaction disputes in a prompt and timely manner.
• Maintain comprehensive files for each investigation
• Handle internal/external customer calls in a professional and courteous manner
• Reports all potential fraud trends to his/her immediate supervisor
• Employee will work with internal teams including Customer Service, Adjustments, Legal, Compliance and more and will be expected to establish and maintain effective working relationships
• Will use chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback
• Ensure all actions performed are in compliance with government regulations and organizational policies and procedures.