What are the responsibilities and job description for the Corporate Debit Card Specialist position at Morton Community Bank?
Make the change and be the difference. Take ownership at MCB!
Established in 1960 with just one location in Morton, IL, Morton Community Bank (MCB) has grown to over 550 employees, 55 branch locations and over $5 billion in assets! We pride ourselves on our dedicated service to our customers and our communities, while placing much value on our internal assets, our employees. Each MCB employee OWNS a portion of the bank with our ESOP (Employee Stock Ownership Plan). The ESOP has proven to be a substantial benefit to employees upon retirement.
Enjoy the Benefits of working at MCB!
Employee Paid Voluntary Benefits:
Medical, Dental, Vision, Short-Term Disability, HSA, FSA, 401k.
MCB Paid:
Life and AD&D Insurances and Long-Term Disability, Vacation Days, Personal Days, and Paid Holidays.
Job Summary
Under general supervision, a Debit Card Management Specialist researches and resolves disputed transactions daily, including fraud and non-fraud transactions, rejected transactions originating from the use of a debit card or an electronic payment (ACH/Bill Pay). Initiates appropriate action to resolve disputes, ensuring potential financial risk is mitigated, utilizing available resources, and minimizing any negative impact on the customer experience. Follows pre-established guidelines to satisfy Regulation E requirements and deadlines. Creates reports for trend analysis of debit card disputes. Creates instant-issue card orders for Morton area.
- Analyze and resolve fraud and non-fraud inquiries or errors on debit cards, ATM, ACH, and other electronic payment disputes
- Administer dispute decisions making customer account adjustments, according to Reg E required timelines and bank policies
- Escalate issues that require additional review or exceptions to routine processing to management. Provide thorough documentation including a clear audit trail of actions taken.
- Follow all compliance requirements including deadlines of Reg E, NACHA and Mastercard
- Maintain knowledge and understanding of the card industry, Mastercard, NACHA and compliance requirements
- Perform real-time/near real-time card monitoring utilizing various systems/applications, exercising judgement and decisions, to prevent and detect fraud usage of ATM/Debit cards
- Review daily reports to identify and verify potentially fraudulent activities
- Close cards and order replacements as needed
- Support Reg E claim process by entering claim details into Centrix DTS
- Serve as expert for any dispute-related questions from branch or call center
- Monitor dispute volume, identify trends and build out reporting
- Track force-posted transactions and initiate chargebacks as needed
- Follow up with Fiserv or Mastercard on pending investigations
- Monitor dispute requests for potential abuse, acting as needed, including making recommendations to terminate customer relationship
- Communicate with merchants to investigate claims
- Create trend reports for management of debit card program
- Instant issue card processing for Morton area
Supervisory Requirements
Personnel Management: This position has no supervisory responsibilities.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions.
- Medium exertion: exerting up to 50 pounds of force occasionally, and or up to 20 pounds of force frequently, and or up to 10 pounds of force constantly to move objects.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
- Employees, who work 7 ½ continuous hours or more, must take a 30-minute uninterrupted lunch break no later than 5 hours after beginning their workday
Essential:
- High school education and diploma
- BSA and other Bank related training through BAI is required annually
- Bachelor’s degree in related field
Essential:
- Knowledge of customer service principles
- Relevant computer skills
- 5 years banking experience with emphasis in fraud loss prevention and/or legal order processing
- Fluent in MCB deposit products
- Fluent use of MCBE
- Fluent use of Continuity Control
- Fluent in use of Centrix DTS and Fiserv Client Central
- Fluent in all types of transaction channels:
o Online Banking
o Mobile
o Person-to-Person (P2P)
- Adhere to MCB’s customer identification procedures when communicating with customers over phone or email.
Required Training
All regulatory as required
Participate in Mastercard training as available
Becoming a Customer Service Expert
Becoming a Professional Banker
Communication is Everything
Engaging Our Customers
Excel (as needed)
How to Make Yourself Indispensable
Legal Foundations in Banking
Principles of Banking
This job description is not an employment contract, implied or otherwise; therefore, employment relationship remains "at-will."
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)