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Job Purpose & Scope

Responsible for assisting management in all duties within the disputes department, including responding to branch and customer care center requests for assistance either by phone or email. Performs responsibilities in a professional and accurate manner, according to Bank policies, procedures and established compliance regulations. Communicates with Fiserv on the dispute process and performs problem analysis as needed.

Essential Job Functions

+ Assists branch employees with Reg E and non-Reg E dispute-related issues.

+ Verifies information on disputes is complete and accurate.

+ Researches account history to identify prior transactions related to the dispute.

+ Communicates with customer to gather dispute-related information.

+ Enters dispute information into the tracking system to ensure all relevant information is documented.

+ Corresponds with Fiserv to provide additional information as needed to proceed with dispute.

+ Reviews daily reports for quality assurance, interest payment processing, and audit reports.

+ Answers customer service-related telephone calls, as needed.

+ Maintains good punctuality and attendance to work.

+ Follows Reg E and Visa rules and Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities

+ Knowledge of Reg E and Visa rules.

+ Ability to communicate effectively both verbally and in writing.

+ Ability to work without close supervision.

+ Ability to adapt well to change.

+ Ability to respond promptly and professionally to customer inquiries and needs.

+ Ability to maintain confidentiality.

+ Ability to troubleshoot issues on standard accounts.

+ Ability to demonstrate accuracy and thoroughness in work.

+ Ability to maintain professional work relationships with both internal and external customers, treating all with respect.

+ Ability to multi-task and work effectively with repeated interruptions.

+ Ability to work well under pressure and with exacting deadlines.

+ Ability to learn, follow, and interpret Bank policies and procedures.

+ Skill in using computer and Microsoft Office, including Outlook, Word and Excel.

Basic Qualifications

+ High school diploma or equivalent required.

+ Minimum of one (1) year experience using computer, including Microsoft Word and Excel, required.

+ Minimum of six (6) months of experience interacting with people and displaying excellent service skills, demonstrated through work, military and/or education, required.

+ Minimum of six (6) months’ customer service or credit card industry related work experience (i.e., disputes, Reg E, and/or Visa) preferred.

+ Available to work non-standard work shifts and/or extended hours, as necessary.

Job Expectations

Job Expectations: O perate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law.