Card Disputes Representative

About the position

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and continues to grow, serving customers in Colorado, California, and Arizona. The Card Disputes Representative plays a crucial role in the day-to-day operations of general card dispute cases. This position involves collaborating with branches, internal departments, and customers to assist with inquiries related to card disputes. The Representative is expected to maintain a thorough understanding of Visa core rules and other banking regulations to effectively manage disputes and ensure compliance with all relevant guidelines. In this role, the Representative will respond to and track card dispute claims within regulatory timeframes, evaluate dispute cases and supporting documentation, and assist customers with general inquiries regarding ATM, credit, and debit card products and services. The Representative will initiate disputes accurately and timely, adhering to Visa's rules and applicable banking regulations. Effective communication is essential, as the Representative will address questions from customers, internal departments, and branches regarding dispute claim processing. Additionally, the Representative will perform other duties and projects as assigned, while ensuring compliance with the Safety in the Workplace policy. This position is ideal for individuals seeking an entry-level opportunity in the banking sector, with a focus on customer service and dispute resolution. FirstBank prides itself on its commitment to diversity, equity, and inclusion, fostering a workplace culture that values the contributions of all employees and encourages professional growth.

Responsibilities
• Respond to and track card dispute claims within regulatory timeframes.
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• Evaluate dispute cases and supporting documentation to identify the correct response to the claim.
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• Assist customers with general dispute or ATM/Credit/Debit card product and service questions over the phone in a timely manner.
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• Initiate disputes in an accurate and timely manner, in accordance with Visa's rules and applicable banking regulations.
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• Communicate and address customer, internal departments and branch questions related to dispute claim processing.
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• Adhere to and understand the dispute processing timeframes allowable within Visa's core rules and applicable banking regulations, for both debit and credit disputes.
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• Respond to ATM/Credit/Debit card questions and requests from internal departments and external customers.
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• Perform other duties and projects as assigned.
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• Understand and comply with all provisions of the Safety in the Workplace policy.

Requirements
• Entry level position with little or no prior relevant work experience in the function.
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• Good customer-service skills.
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• Good verbal and written communication skills.
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• Detail-oriented with strong ability to quickly adapt to changing priorities.
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• Ability to meet deadlines.
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• Ability to work efficiently in a fast-paced work environment.
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• Basic skills in Microsoft Word and Excel.

Nice-to-haves
• Basic card dispute knowledge.

Benefits
• AD&D insurance
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• Disability insurance
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• Health insurance
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• Dental insurance
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• 401(k)
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• Tuition reimbursement
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• Paid time off
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• Vision insurance
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• Volunteer time off
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• Life insurance

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