Specialist III (Card Disputes) in Albany, NY at Key Bank- Corporate

Date Posted: 1/30/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    17 Corporate Woods Boulevard
    Albany, NY
  • Job Type:
    Banking
  • Experience:
    Not Specified
  • Date Posted:
    1/30/2018
  • Job ID:
    27315BR

Job Description

The Disputes team handles all customer disputes on posted electronic transactions, including Credit Card, ACH, Debit Card Signature, ATM/PIN, and Internet Banking/Bill Pay transactions.

ESSENTIAL JOB FUNCTIONS
Performs research of customer disputes regarding posted electronic transactions including ACH, Credit Card, Debit Card Signature, ATM/PIN and Internet Banking/Bill Pay using a variety of systems such as Adjustments HUB, WEBUI, STAR/NYCE, APA, and Hogan.

Performs research of Internet Banking/Bill Pay transactions using a variety of systems such as; Adjustments HUB (ADH), Automated Posting Application (APA), Customer Service Tool (CST), Online Banking Tools, Document Direct, Genesys and Quest. Responsible for reviewing stop payments, processing credit, providing proof of payment, processing letters, and issuing provisional credit within defined Reg E timeframe and internal SLA. Adheres to a variety of defined procedures. Maintains up-to-date knowledge of corporate policies and procedures. Maintains up-to-date knowledge of Reg E regulations. Ensure compliance with security and audit procedures and processes. Utilizes department procedures to ensure integrity of client sensitive data. Responds to e-mail inquiries and telephone inquiries regarding Cardholder Disputes. Establish and maintains effective working relationships with supervisors, co-workers, internal clients and departments to ensure excellent and timely service is provided to the clients. Demonstrate commitment to High Performance Management by modeling KeyCorp Values in every internal and external interaction.


Responsible for processing Letters, issuing provisional credit, processing chargeback’s for the card holder through MasterCard, handling incoming re-presentments and arbitration cases.
Adheres to a variety of defined procedures.
Maintains up-to-date knowledge of corporate policies and procedures.
Maintains up-to-date knowledge of Reg E and Reg Z regulations.
Ensure compliance with security and audit procedures and processes.
Utilizes department procedures to ensure integrity of client sensitive data.
Responds to e-mail inquiries and telephone inquiries regarding Cardholder Disputes.
Establish and maintains effective working relationships with supervisors, co-workers, internal clients and departments to ensure excellent and timely service is provided to the clients.
Demonstrate commitment to High Performance Management by modeling KeyCorp Values in every internal and external interaction.

MARGINAL OR PERIPHERAL FUNCTIONS
Perform back up functions for team members as assigned.

REQUIRED QUALIFICATIONS
High School Diploma or GED.
Two years post high school experience in a business environment.
Basic skills in Microsoft Word and Excel.

PREFERRED QUALIFICATIONS
Bank operations experience.
College coursework or degree.
Proficient in Microsoft Word and Excel.

COMPETENCIES/SKILLS
Ability to work with a precise attention to detail.
Ability to communicate, maintain a professional image and develop a partnership with internal and external clients.
Demonstrate participation as member of a team.
Demonstrate ability to listen and follow directions.
Manages execution; focus on task at hand.
Ability to adapt and function productively in a fast-paced, ever-changing working environment.

EQUIPMENT USED
Software: Microsoft Office, Lotus Notes.
Systems: Hogan, Adjustments Hub, TCS, APA, WEBUI, STAR/NYCE, Lotus Notes, Internal Databases, KeyNet, Microsoft Word, Excel and Access.
Equipment: PC, Phone, Fax, Printer/Copier

TRAINING PROVIDED

On the job training includes self-study , Computer Based Training (CBT), and classroom training.

Key employee development and training curriculum

ABOUT KEY:
KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

ABOUT THE BUSINESS:
Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.

FLSA STATUS:Non-Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 27315BR