• Investigate and resolve EFT cases, ensuring Reg. E compliance
• Ability to review and analyze bank archival records, public records, and non-public records
• Interview customers to obtain additional or clarifying information
• Contact merchants to obtain necessary information to investigate disputed transactions
• Properly handle customer inquiries regarding an existing or previous dispute
• Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
• Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
• Properly submit requests to escalate chargebacks for Pre-Arbitration
• Write detailed and concise notes to justify case decisions
• Meet daily deadlines and goals
• Perform assigned tasks in accordance with regulations, company policies and procedures
• Regular and predictable attendance and punctuality
• Other duties as assigned

Physical Requirements:

• Must be able to remain in a sitting stationary position for extended periods of time
• Constantly operate a computer and other office machinery
• Ability to lift up to 25 pounds
• Position level dependent upon experience FCBI is an equal opportunity employer.
• At least 18 years of age
• High School Diploma or Equivalent
• Customer service experience preferred
• Prior case management, collection, or investigation experience preferred
• Professional written and verbal communication skills
• Working knowledge of Microsoft office and general office equipment
• Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
• Detail oriented and ability to organize and prioritize
• Must be able to get along with co-workers and work effectively in a team environment
• Must successfully pass background investigation according to company policy Must be bilingual in English/Spanish