* Monitor and provide guidance and coaching to employees and address issues when identified
* Provide training to employees to ensure the work performed is compliant with policies and regulations
* De-escalate and resolve challenging customer concerns and issues with minimal assistance
* Assist with researching and resolving formal escalations
* Ensure team follows regulations, company policies and procedures
* Monitor workload productivity and ensure expectations are met
* Manage team in absence of manager
* Review and decision requests for case closure related to denials and merchant credits
* Investigate and resolve EFT cases, ensuring Reg. E compliance
* 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
* 3 years of banking experience, related experience or demonstrated knowledge to perform the job
* 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
* Effective problem-solving skills
* Effective leadership skills
* 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
- At least 18 years of age
- High school diploma or equivalent
- Three years of banking, related, or equivalent demonstrated experience
- 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 orientation and ability to organize and prioritize
- Effective problem-solving skills
- Effective leadership skills
- Ability to work effectively in a team environment
- Successful completion of a background investigation according to company policy
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.
