Dispute Center Specialist I (Call Center) Location Kearney, MO : Position Description Equal Opportunity Employer/Disabled/Veterans Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
Dickinson Financial Corporation and its two family-owned banks-Academy Bank and Armed Forces Bank-have a long history of service to our clients and the communities in which we do business. Our commitment to a diverse, equitable, and inclusive environment contributes to immediate results and the long-term success of people. We recruit service-minded talent to deliver Fast, Easy, and Personal banking that is welcoming to all, while having fun and doing good things along the way!
Summary :
The Dispute Center Specialist I responds to inbound and outbound phone calls from clients regarding debit card and ATM transaction disputes. A successful Dispute Center Specialist I will focus on providing exceptional client experience while efficiently assisting clients with ATM and debit card questions or problem resolution. The Specialist I will be responsible for retrieving and efficiently handling voice messages from clients.
Shift is from 10:30 a.m. - 7:00 p.m. Monday - Friday with rotating Saturday schedules.
Principal Accountabilities :
Properly authenticate the identity of a caller as the bank's client in accordance with written department procedures before providing any information. Respond to inbound calls promptly and courteously, providing accurate and complete information to resolve the client's questions. Provide transaction information to aid clients in remembering the transaction or determining that the transaction may need to be disputed. Provide dispute forms to clients via click to send and documented departmental procedures. Call volume (daily, weekly, and monthly) determined by ATM & debit Card Department Manager according to position level. Responsible for continual development of knowledge regarding the bank's and card processor's systems including, but not limited to, Navigator, Intranet, Payments One, Data Navigator, Secure Lock Case Manager. Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business. Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success. Maintains client information in complete confidence. Completes other specified duties as assigned. Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours. Position Requirements Minimum Qualifications: High school diploma, GED, or equivalent education is required. Minimum of 1-year prior banking experience required. Basic Microsoft Word and Excel skills required. Prior experience in phone or chat-based client service required. Ability to keep up with and quickly learn new software solutions. Excellent verbal and written communication skills required. Physical Requirements: The work environment is typical of a standard office or retail banking setting. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Position requires no lifting and/or the exerting of up to 5 pounds of force.
