* Ability to review and analyze bank archival records, public records, and non-public records
* Interview customers to obtain additional or clarifying information
* Contact merchants to obtain necessary information to investigate disputed transactions
* Properly handle customer inquiries regarding an existing or previous dispute
* Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
* Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
* Properly submit requests to escalate chargebacks for Pre-Arbitration
* Write detailed and concise notes to justify case decisions
* Meet daily deadlines and goals
* Perform assigned tasks in accordance with regulations, company policies and procedures
* Regular and predictable attendance and punctuality
* Other duties as assigned
* Must be able to remain in a sitting stationary position for extended periods of time
* Constantly operate a computer and other office machinery
* Ability to lift up to 25 pounds
* High School Diploma or Equivalent
* Customer service experience preferred
* Prior case management, collection, or investigation experience preferred
* Professional written and verbal communication skills
* Working knowledge of Microsoft office and general office equipment
* Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
* Detail oriented and ability to organize and prioritize
* Must be able to get along with co-workers and work effectively in a team environment
* Must successfully pass background investigation according to company policy
Skills Required
- Must be at least 18 years of age
- High school diploma or equivalent
- Customer service experience
- Prior case management, collections, or investigation experience
- Professional written and verbal communication skills
- Working knowledge of Microsoft Office and general office equipment
- Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
- Detail-oriented with ability to organize and prioritize
- Ability to work effectively in a team environment
- Must successfully pass a background investigation according to company policy
- Must be bilingual in English and Spanish
What We Do
First National Bank Texas (FNBT) and First Convenience Bank (FCB), a division of FNBT, remain dedicated to providing customers with quality financial products and services. Our bank was originally founded in 1901 in the Central Texas town of Killeen, only 19 years after the city was established. From our humble beginnings, we have grown to over $4 billion in assets and operate in over 340 locations in Texas, Arizona, Arkansas, and New Mexico. Our bank has grown in many ways over the years, but our focus and commitment remain the same—providing customers with great banking solutions and world-class service. More than a century ago, we began the tradition of being a great community bank focused on the financial success of our customers. Today, more than 3,200 dedicated banking professionals carry on and maintain that established custom. So much has changed since 1901, but our commitment to putting our customers first has not. As we continue to grow and serve customers, we remain committed to providing a combination of modern banking convenience and old-fashioned service.
