This hourly (non-exempt) position is exposed to all areas of ATM/EFT/Debit card backroom support operation in the ATM control department and is responsible for investigating debit card dispute and fraud claims with a goal of minimizing losses to the bank. Additionally, this position requires extensive internal contact as well as contact with outside entities and regulatory agencies.
There are 2 openings in the department. One focuses on Debit Card Operations and the other focuses on ATM Operations.

DUTIES & RESPONSIBILITIES: Process customer inquiries related to Debit Card Operations. This includes dispute resolution and identifying chargeback rights on behalf of the cardholder.
Work within the regulatory guidelines of MasterCard and Regulation E, as well as network processor operating rules.
Determine chargeback rights on behalf of the customer and the bank.
Obtain and process corresponding documentation to supplement chargeback submission to MasterCard in accordance with MasterCard regulations.
Track open REG E claims received from cardholders relative to Debit Card and maintain appropriate files.
Comply with REG E, Network rules, MasterCard regulations, and internal policies and procedures.
Ensure all appropriate regulatory correspondence is sent to cardholders within the required timeliness.
Investigate fraudulent card usage. Research and follow up with the appropriate agencies and departments on methods of recovery.
Balance ATM terminal totals against network and switch totals for approximately 200 terminals.
Reconcile issuer transactions to the network settlement. Identify discrepancies, resolve differences. Provide support and direction to branches as needed.
Accurately process ATM adjustments to internal customers and research REG E claims. Process adjustments to other financial institutions according to network rules via STAR Station system. Contact other banks regarding adjustment resolution and notification in a professional manner. Support and direct branches.
Research and clear open entries on DDA and General Ledger clearing accounts in a timely manner.
Perform card maintenance and prepare statistical reports
Track and report ATM terminal problems.
Assist management with projects as assigned, often working directly with outside contacts, as well as internal departments to research problems and obtain information.

Train and assist branches with various functions as needed.

QUALIFICATIONS :
Bachelor's degree and/or banking courses preferred.
Minimum of 1 year experience in banking or bank-related field required.
Previous experience in Debit/Credit card operations and balancing/account reconciliation preferred.
Must be detail-oriented and have a good figure aptitude with a high level of accuracy.
Analytical skills required, with a strong attention to detail, and the ability to work independently on researching and resolving problems.
Experience in a leadership or supervisory role a plus.
Possess the ability to trouble-shoot, take initiative to solve problems, and follow through on issues.
Strong verbal and written communication skills required to effectively work with internal and external relationships.
Previous experience with computer applications including but not limited to spreadsheets, databases, word processing, and online account systems. Must be able to comfortably navigate in multiple applications.
Ability to work Monday through Friday 8am to 6pm with occasional Saturdays may as needed.

First American Bank is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).