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Operations Processor III in Lynn, MA at Eastern

Date Posted: 1/20/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lynn, MA
  • Job Type:
  • Experience:
    3 to 5 years
  • Date Posted:

Job Description

PURPOSE/OBJECTIVE:  Responsible for all Maintenance and Investigations of all ATM/Debit Card Claims in compliance with Regulation E and UDAAP as well as various functions involved in maintaining ATM/Debit Card mailings and all ATM/Debit Card Non Post Activity.

Major Responsibilities

•        To investigate and process customer error resolutions to comply with Reg-E.  Provide provisional credit to customer within 10 calendar days of the initial customer contact date.  Provide final credit to customer within 45 calendar days of the customer report date and ensure that the customer is rebated any fees or interest accrued due to fraudulent activity.  Enter disputes via FIS, process re-presentments and chargeback entries, send customer letters throughout the investigation process and complete daily task list of claims by regulatory due dates.  Carefully review and analyze all information compiled during the claims investigation process in order to make informed decisions regarding the outcome of all claims submitted to ETS while acting as a liaison between the Customer Service Center/branch personal in order to ensure accuracy and timely completion of all claims. Contact customers as needed via mail, e-mail, and phone conversation regarding any additional information/documentation needed to make determination of final credits, to obtain any additional necessary information needed for the dispute resolution process not received during intake, and to keep customers informed of claim status  Perform quality control of all claims ensuring the accuracy of any adjustments made to customer’s accounts as well as all letters sent to customers.
•        Obtains photos of individuals performing withdrawals at ATMs and works closely with Retail and Security departments to mitigate loss to the bank.  Pays close attention to any suspicious patterns and/or occurrences in order to proactively identify potential risks and take corrective action to eliminate and reduce risk.
•        Process daily ATM/Debit Card non posted transactions that rejected from the previous workday due to restricted status on the customers card via access database script.  Monitor report for any credits issued to customers that have open disputes or charged off accounts in order to recover funds owed to the bank
•        Responsible for performing periodic maintenance of accounts that have been flagged as “bad address” in order to reduce the amount of debit/ATM cards returned to the bank due to a bad cardholder address in order to keep card replacement costs at a minimum.  Responsible for logging into Sales Management and destroying any cards that are returned to the bank.  Alert branches to any and all card reissues that were rejected by FIS in order to correct any errors and minimize negative customer impact.
•        Monitor various reports to manually post any late adjustments to customers’ accounts in an accurate and timely manner in order to make the customer whole as well as to keep General Ledger accounts balanced.
•        Process all debit/ATM card limit increase requests received from the retail branches as well as hold release requests.
•        Resolve internal and external customer inquiries and research requests including expedited claim processing and complaint resolution.

Job Requirements

PROBLEM SOLVING & DECISION MAKING: The employee is required to perform assigned job duties independently and responsibly with minimal supervision but also must be able to work effectively as part of a team.  The employee is accountable for the quality of work and for completing follow-up in a timely manner.  The employee is expected to use sound decision making skills in all areas of this position as well as the ability to recognized when escalation is necessary.   
REQUIREMENTS: Flexible, able to multi-task, Strong Data Entry skills, Customer Service skills, Good Communication and Accounting principals.
Education and Experience High School Graduate with a minimum 3 - 5 years of banking experience in the financial industry. 
•        Microsoft Office specifically Access database, FIS Applications, AdjustmentHub Claim System and Regulation E.
•        Possess strong communication, organization, and customer service skills.
•        Must have a strong attention to detail as well as the ability to multi-task in a fast-paced work environment and to meet critical deadlines