MAIN DUTIES & RESPONSIBILITIES:
- Ensure compliance with Regulation E requirements, including timely investigation, provisional and final credit processing, and customer communication throughout the dispute lifecycle.
- Process chargebacks within card brand timelines, ensuring accuracy and minimizing potential financial losses.
- Analyze transactions and apply sound operational judgment to document decisions and support accurate case resolution.
- Monitor and identify fraud trends across cases and escalate findings to leadership in a timely manner.
- Handle customer information in accordance with Bank protocols, ensuring confidentiality and professionalism in all interactions.
- Ensure adherence to applicable regulatory requirements, including BSA, CFPB, TILA, RESPA, Regulation E, and other financial industry standards.
- Maintain accurate and up-to-date reporting on all claims, including new, pending, and closed cases.
- Support the implementation of new processes, procedures, and operational improvements.
- Collaborate with internal teams and business partners to support efficient case handling and service delivery.
- Other duties may be assigned.
MINIMUM REQUIREMENTS:
- Associate degree in Business Administration, Finance, or related field required.
- One (1)+ year of experience in customer service within the banking or financial services industry required. Experience handling claims and Regulation E related processes highly preferred.
- Minimum education and experience required can be substituted with the equivalent combination of education, training, and experience that provides the required knowledge, skills and abilities.
- Basic knowledge of Regulation E and NACHA guidelines required.
- Strong analytical, problem-solving, and decision-making skills with attention to detail.
- Effective written and verbal communication skills in English and Spanish, with the ability to communicate clearly and professionally with internal and external stakeholders.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) required; experience with banking systems and internal platforms preferred.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Ability to manage multiple priorities in a high-volume, fast-paced environment.
WORK AUTHORIZATION & ELEGIBILITY:
- Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
- Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.
Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)
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Compliance Posters
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Skills Required
- Associate degree in Business Administration, Finance, or related field
- One (1)+ year customer service experience in banking or financial services
- Experience handling claims and Regulation E related processes
- Basic knowledge of Regulation E and NACHA guidelines
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
- Experience with banking systems and internal platforms
- Effective written and verbal communication skills in English and Spanish
- Strong analytical, problem-solving, and decision-making skills with attention to detail
- Ability to work independently and manage multiple priorities in a high-volume, fast-paced environment
- Legally authorized to work in the US (permanent or ongoing work authorization required)
What We Do
Since 1964, Oriental has thrived as one of Puerto Rico’s leading banks focused on serving the needs of consumers, businesses, and institutions. With multiple branches throughout the island, it has the second-largest network, and is the third-largest financial institution in core retail and commercial deposits. Oriental has a highly committed team of more than 1,500 employees serving nearly 300,000 clients. Since its establishment, Oriental has distinguished itself by delivering an unparalleled level of service to its clients making possible the progress of the customers, employees, investors and communities it serves. OFG Bancorp (NYSE: OFG), is its diversified financial holding company that operates under U.S. and Puerto Rico banking laws and regulations. Its three principal subsidiaries, Oriental Bank, Oriental Financial Services and Oriental Insurance, provide a full range of commercial, consumer and mortgage banking services, as well as financial planning, trust, insurance, investment brokerage and investment banking services.
