Consumer Resolution Specialist II

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.

A Consumer Resolution Specialist III will be responsible for highly complex tasks to support Online Banking and Dispute functions. This includes the servicing of OLB enrollments, new accounts, bill pay, electronic statements, snap deposits, and service first and nCino requests. Processes Reg E and NACHA claims within Quavo. Assists and works with front-line associates to research and investigate claims/disputes.

Essential Functions/Responsibilities

• Ability to manage daily tasks and production to meet SLA expectations and provide a positive client experience; ensure timely and accurate completion of work
• Adherence to operational controls, including compliance with all required regulations and policies
• Ability to learn JHA fields pertaining to netteller parameters
• Call agent – answers telephone and effectively communicates with internal/external clients
• Ability to update and understand a wide variety of fields in OLB system including adding new accounts, setting up new OLB enrollments per documentation for relationship access, research, and resolution of issues regarding OLB access.
• Processes a large volume of bill pay enrollments
• Processes a large volume of snap deposits by daily deadlines
• Processes all dispute types within Quavo
• Full understanding of all regulations and timelines, as they are related to disputes processing. (Reg E, NACHA)
• May be considered subject matter expert and / or “go to” person in the department when Lead or Manager is unavailable.
• May be responsible for training new associates.
• Participates in special projects including automation needs, JHA testing/releases, EOY and DR.
• Escalate issues accordingly within various systems (JH Portal, Zelle, etc).
• Processes complaints through the complaint management system and provides research and
• resolution accordingly
• Must be a continuous learner to stay abreast of all rules and regs associated with the various dispute types.
• Account monitoring in coordination with the Recon team.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• High school diploma or equivalent
• Financial, banking and/or operational knowledge preferred
• Proficient in Microsoft Office (Word, Excel, Outlook, OneNote, SharePoint, etc.)
• Strong Customer Service: both written and verbal communication skills
• Strong problem-solving skills and ability to apply knowledge to practical situations
• Must demonstrate the ability to change priorities quickly, handle multiple priorities, work effectively under time constraints, and contribute to the team effort
• Must have high attention to detail and level of precision
• Must have ability to listen and collaborate
• Required to be available for escalation purposes outside of regular business hours

Preferred Knowledge and Skills

• Intermediate knowledge of appropriate industry standard software (i.e. core banking and imaging)
• Familiarity with departmental documentation
• Familiarity with relevant rules and regulations
• Ability to perform in a high volume, stressful environment that works within deadlines
• Experience in Jack Henry Silverlake system

Level of Complexity and Scope

• Ability to handle basic tasks to support the department

Degree of Independence and Decision-Making

• Responsible for making day-to-day tactical decisions
• Supports the strategic direction

Required Supervisory Responsibilities

• None

Physical Requirements

• Sometimes lifts and carries less than 50 pounds
• Frequently sits, stands and walks
• Ability to work on a computer most of the day
• May sit or stand for long periods of time

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

Benefits

We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide. 

Incentive Eligibility

All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.