Dispute Intake Specialist
Garden City, NY

The Dispute Intake Specialist serves as the initial contact for claims reporting and is responsible for guiding the caller appropriately according to the Reg E claim process. The incumbent is responsible for capturing oral claims and tracking all aspects of claim processing, providing support to both customers and support personnel regarding digital payment claim processing and card issuance, also researching digital payments when necessary. The Specialist provides an excellent customer experience while complying with regulations and established bank procedures. 

Essential Duties & Responsibilities

• Interface with customers by handling inquiries related to electronic payments.
• Capture oral claims and track all aspects of claim processing.
• Provide support to both customers and support personnel with regard to digital payment claim processing, card issuance and research digital payment when needed.
• Collaborate and assist in investigation and processing of debit card claims, ATM fraud claims and ATM shortage claims.
• Cover the hours of operations for the Customer Line call center, which includes nights and weekends. 

Skills, Education & Experience

• High School diploma or GED required.
• 2-4 years of banking experience, call center background helpful.
• Thorough knowledge of bank policies, procedures, products and services.
• Professional communication skills both verbal and written.
• Must be able to work independently and show sound judgement in problem resolution and make decisions that comply with bank policies and procedures.
• Familiarity with Reg E, the Visa system and Visa rules a plus but not required.
• Time management skills required. 
• Working knowledge of Bank systems required with an emphasis on the Miser system and Excel.

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.