- Investigate customer claims related to unauthorized or erroneous electronic transactions (e.g., debit card, ACH, ATM) in accordance with Regulation E, EFTA, and NACHA guidelines.
- Ensure all claims are processed within regulatory timeframes, including provisional credit issuance and final resolution.
- Communicate clearly and professionally with customers regarding claim status, required documentation, and resolution outcomes.
- Collaborate with internal departments such as Fraud, Risk, Compliance, Customer Service, and Retail to gather supporting evidence and ensure accurate claim adjudication.
- Document all investigative steps, findings, and communications in the bank's case management system.
- Monitor claim trends and escalate suspicious activity or potential fraud to the appropriate teams.
- Stay current on changes to Reg E, NACHA rules, and other relevant banking regulations.
- Participate in audits and compliance reviews related to claims handling and Reg E adherence.
- Strong understanding of banking operations, fraud detection, and consumer protection laws.
In-depth understanding of Regulation E, EFTA, and electronic payment systems.
Familiarity with banking platforms, dispute resolution systems, and fraud detection tools.
Strong analytical, problem-solving, and decision-making skills.
Excellent written and verbal communication skills.
Ability to manage multiple cases and meet strict deadlines.
- High School diploma or GED and minimum of 2 years of experience in banking operations, fraud investigations, or claims processing.
- Bachelor's degree in a related field and direct experience handling Reg E claims.
Top Skills
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927.
For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small.
We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed.
©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
