Job Information
Newtown Savings Bank Disputes Specialist (onsite) in Newtown, Connecticut
Location: Newtown, CT
Our Disputes Specialist position on the Fraud team is an opportunity for individuals with 1-3 years of professional financial services experience. Newtown Savings Bank is seeking an individual with strong analytical and critical thinking skills, who is primarily responsible for the review, processing and finalization of all customer transaction disputes submitted by frontline staff. In this role, the incumbent will handle both fraud and non-fraud disputes for a variety of transaction types (e.g, ATM, POS, Zelle, ACH, Bill Pay). The Disputes Specialist is responsible for ensuring all regulatory requirements are met and all applicable rules (i.e., Visa, NACHA, and Zelle rules) are consistently followed. The Disputes Specialist will complete investigations of the disputed activity, determine the appropriate actions to take and will independently make decisions regarding the outcome of each dispute within established timeframes and in accordance with established procedures. Additionally, the Dispute Specialist will cross-train on other department responsibilities to provide coverage as needed. This is an onsite opportunity at our Corporate office in Newtown, CT. The role has a remote option of one day per week.
PRIMARY RESPONSIBILITIES
Analysis – Reviews incoming customer disputes to ensure that they are accurately and thoroughly completed. Contacts the submitting employee as needed to resolve errors or discrepancies.
Processing - Processes/investigates/resolves customer transaction disputes in compliance with regulatory deadlines and requirements, including initiating credits/debits to customer accounts and ensuring all required customer notifications are sent in a timely manner. Leverages vendor solutions (i.e., Fiserv Dispute Expert and Zelle Dispute Portal) and other departments as needed to effect the return of transactions when possible and/or attempt to recover funds.
Trending/Escalation – Identifies, documents and communicates emerging trends and/or issues. Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, and system changes/improvements. Escalates observations/concerns to Fraud Team Lead or Manager as appropriate.
Continuous Improvement – Makes recommendations to enhance the dispute processing systems/processes to reduce losses and/or improve efficiency, effectiveness or results.
Operations Support - Provides support to bank employees, primarily branch and Customer Service Center staff, relative to customer dispute processing. Responds in a timely and professional manner ensuring that responses are accurate and consistent with established and procedures and practices.
Reconcilements – Complete monthly reconcilement of dispute related GL Accounts.
Reporting – Produces timely and accurate reporting.
Compliance - Complies with all applicable federal regulations and guidance as well as applicable state laws and payment association rules (Visa, NACHA, Zelle).
Audit/Exams – Provides audit/exam support when requested (e.g., collection of requested documents and information).
Industry Knowledge - Stays abreast of fraud trends, relevant regulations and compliance standards. Participates in relevant forums, committees or discussions (e.g., with employees of other financial institutions).
POSITION REQUIREMENTS:
Associates degree or equivalent work experience in a related function (i.e. banking operations, fraud prevention/detection, legal/compliance)
Minimum 1-3 years experience in financial services. Experience in Fraud/Financial Crimes or dispute processing strongly preferred.
Strong working knowledge of applicable federal and state regulations/laws (Reg E, Reg Z, UDAAP and payment association rules (Visa, NACHA, Zelle).
Critical thinking skills and ability to work independently to complete assigned responsibilities.
Ability to research and perform routine investigations independently.
Strong analytical skills and instincts (e.g., recognizing suspicious activity, identifying when additional assessment is prudent and when escalation is appropriate).
Demonstrates effective time management skills ensuring time is used efficiently and productively.
Excellent written/verbal communication skills.
High degree of accuracy and attention to detail.
Must be able to work collaboratively within the team as needed and to work cooperatively with other areas of the bank.
Strong working knowledge of MS Office Suite.
Familiarity with the CentrixDTS, Fiserv Dispute Expert or Zelle Dispute Portal a plus.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs.
Newtown Savings Bank is an equal opportunity and affirmative action employer regardless of race, gender, disability status, protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.