Fraud Claims - Gulfport, United States - Hancock Whitney

Description

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JOB FUNCTION / SUMMARY:

The Fraud Claims & Disputes Analyst 2 is responsible for fraud and non-fraud claims on Debit and ATM cards with a focus on high dollar and complex claims. This position conducts an analysis of the claim and ownership of associated actions to meet regulatory requirements, ensure validity of the claim by identifying trends, challenging information that doesn't align with the claim (false claims) and providing a high level of client care. The Fraud Claims & Disputes Analyst 2 processes disputes in accordance with Visa regulations and Regulation E. A strong understanding of the investigation process is expected to address complex and high dollar cases. Working knowledge of the card fraud detection process is also expected in this role.

ESSENTIAL DUTIES & 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.
• Research and process fraud claims and disputes filed by cardholders through different channels.
• Adhere to all regulatory timers, including but not limited to notification and crediting clients within the specified timeframe.
• Process and monitor chargebacks and representments; submit pre-arbitration as appropriate.
• Retain all documentation received throughout the investigation to satisfy internal and external audit needs.
• Complete 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.
• Identify and escalate 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.
• Extract date from Electronic ATM journals to aid in the research of ATM transactions.
• Facilitate communication to resolve problems and advance strategies.
• Responsible for investigating larger dollar claims, card present claims, and working with clients that have frequently file claims.

SUPERVISORY RESPONSIBILITIES:

None

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• 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.

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines.
• Ability to operate related equipment to perform the essential job functions.
• Ability to read and interpret a document if required to perform the essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.