Team Lead Debit Card Dispute

Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Team Lead Debit Card Dispute is responsible for investigating and processing debit card dispute claims initiated by customers regarding the authorization of a merchant to debit from the account. This position provides senior level support within the department and typically works on more complex cases. Additional responsibilities will include approval of delegated dispute claims, re-dispute processing, review of high-risk transactions and assist management with department and performance audit reviews.

Key Responsibilities

• Serves as a senior level resource for department personnel, branch personnel, customers, and customer care assisting with questions and issue resolution of claims and investigations.
• Assist with escalated calls on complex inquiries related to debit card disputes and general management from a variety of internal and external parties including customers, branches, merchants, agencies, attorneys, law enforcement, internal departments, and other institutions.
• Research customer dispute claims by reviewing card transactions, account records and information provided by merchants; makes a determination or escalates for approval as appropriate.
• Review and manage requests to revoke debit card privileges to avoid further loss.
• Ensure team performance and goals are met in accordance with department standards via volume tracking and analytics.
  
  

Competencies Required

• Working knowledge of banking operations, fraudulent investigations, and regulations that relate to overdrawn funds and general risk management including a good understanding of Regulation E.
• Working knowledge of industry compliance and arbitration processes and recoveries.
• Strong understanding of chargeback/return processing codes and validations; as well as representment validation and recoveries.
• Ability and understanding to validate and key rep reviews and arbitration chargebacks within personal queue.
• Solid technology and internet searching skills including proficiency with Microsoft Office and the ability to navigate banking systems.
• Advanced knowledge and understanding of Discover, MasterCard, PULSE or NACHA network applications and compliance.
• Excellent organizational and time management skills, with the ability to multi-task, maintain accuracy, and meet deadlines in a fast-paced, high-volume environment.
• Strong written and verbal communication skills with an ability to effectively interact with all levels within an organization, law enforcement, legal counsel, and agency officials, as well as the ability to create and summarize detailed written reports.
• Strong interpersonal listening and interviewing skills with the ability to confront and address sensitive topics while maintaining a high degree of professionalism, confidentiality, diplomacy, and tact.
• Customer service orientation with developed analytical, decision making and problem-solving skills.
• Self-starter possessing the ability to work independently while supporting a team environment.
• Demonstrates sound business judgment in applying proper policies, procedures, and guidelines.
• Strong attention to detail and high concern for data accuracy with the ability to objectively identify, assess, resolve, and mitigate risk.
  
  

Job

Operations

Primary Location

Texas-The Woodlands

Schedule

Full-time

Work Locations

TX - Operations Center-0100

Unposting Date

Ongoing

Organization

Texas - Houston

Minimum Qualifications/Experience

• 1+ years' Woodforest Dispute Operations or ACH experience required, including time as a Dispute Specialist II or similar role.
• 2+ years' experience in dispute claims, fraud, payments, or related processing and/or investigations experience required.
• Able to maintain monthly performance standard of case items per hour.
• Meets expectations or higher on previous performance review.
• No documented performance failures within the previous 6 months.
• No documented regulatory failures within the previous 3 - 6 months.
  
  

Formal Education & Certification

• High School Diploma or equivalent.
  
  

Work Status

• Full-Time.
  
  

Supervisory Responsibility

• None.
  
  

Travel

• 0% - Negligible amount of travel expected.
  
  

Working Conditions

• Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
  
  

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.