Fraud Claims and Disputes Analyst 2 R013933

Hancock Bank - Gulfport, MS

Full-time

Gulfport, MS

About the position

The Fraud Claims & Disputes Analyst 2 is responsible for managing fraud and non-fraud claims related to Debit and ATM cards, particularly focusing on high dollar and complex cases. This role involves conducting thorough analyses of claims, ensuring compliance with regulatory requirements, and providing exceptional client care. The analyst will process disputes in accordance with Visa regulations and Regulation E, while leveraging their understanding of the investigation process and card fraud detection to address complex cases effectively.

Responsibilities

• Provides client care via email and phone while performing the appropriate investigation process for fraud claims and merchant disputes.
• Handles escalated client calls regarding fraud claims and disputes.
• Researches and processes fraud claims and disputes filed by cardholders through different channels.
• Adheres to all regulatory timers, including notification and crediting clients within the specified timeframe.
• Processes and monitors chargebacks and representments; submits pre-arbitration as appropriate.
• Retains all documentation received throughout the investigation to satisfy internal and external audit needs.
• Completes frequent balancing of items keyed to the general ledger.
• Maintains an in-depth understanding of Regulation E, Visa Regulations, or any subsequent regulations to process daily work.
• Comfortable reaching out and working with merchants, law enforcement, bankers, and clients to resolve complex disputes, thereby lowering bank expense.
• Identifies and escalates fraud trends and/or other commonalities.
• Effectively leverages the challenge process to ensure client claims are valid.
• May assist the Detection Team to increase client support and risk mitigation performance; may support Team Lead in coaching/supporting new tools, techniques and associated testing.
• Works and reviews daily/monthly reports.
• Plays key role in training new hires and/or up training teammates.
• Completes monthly/quarterly reports for management.
• Extracts data from Electronic ATM journals to aid in the research of ATM transactions.
• Facilitates communication to resolve problems and advance strategies.
• Responsible for investigating larger dollar claims, card present claims, and working with clients that have frequently filed claims.

Requirements

• High school diploma or equivalent.
• 2+ years fraud claims and/or disputes related experience.
• 3+ years Financial services industry experience or equivalent combination of education and experience.
• Proficient in Microsoft Office applications; advanced in Excel.
• Excellent written and verbal communication skills.
• Ability to read and assimilate information from multiple sources.
• Knowledge of banking operations, checks, deposits, wire, and ACH transactions.