Fraud and Dispute Specialist
Reports to: Dispute Manager
FLSA Status: Non-Exempt | Supervisory Role: No
About the Fraud and Dispute Specialist Role
As a Fraud and Dispute Specialist at Trustco Bank, you will play a pivotal role in safeguarding our customers' assets and maintaining their confidence. You will handle inbound and outbound communications concerning debit card and ATM transaction disputes with professionalism, empathy, and attention to detail. Your expertise will ensure swift resolution of issues, reinforcing Trustco Bank's commitment to superior customer experience.
What You'll Do
- Dispute Resolution & Customer Advocacy: Manage debit card disputes efficiently, sending timely notifications and correspondence to customers, ensuring clarity and reassurance.
- Fraud Detection & Analysis: Investigate and analyze suspected debit card fraud, collaborating with vendors and internal teams to mitigate risks.
- Transaction & Account Management: Accurately post transactions, perform daily reconciliation of transaction exceptions, and ensure account integrity.
- Vendor & Branch Liaison: Maintain seamless communication with debit card vendors and internal branch personnel via E-Ticket and phone, fostering a collaborative approach to dispute management.
- Card Security & Reissuance: Coordinate the processing of compromised cards, overseeing reissuance and security protocols to protect our customers.
- Research & Inquiry Handling: Address customer inquiries related to debit cards with professionalism, ensuring proper identity verification in accordance with established procedures.
- Compliance & Record-Keeping: Maintain meticulous records through proper filing and documentation to support audit readiness and regulatory compliance.
This job description is not exhaustive; duties and responsibilities may change at any time with or without notice.
Qualifications
Education & Experience
- High School Diploma or equivalent
- Proven prior experience in banking, fraud detection, or dispute resolution and/or a Bachelor's degree in Business Administration, Finance, Economics, or a related business field is preferred.
Required Skills
- Strong verbal and written communication skills.
- Strong attention to detail and accuracy in fraud investigations, dispute resolution, transaction analysis, and case documentation.
- Strong listening skills and attention to detail.
- Strong organizational skills with the ability to manage multiple priorities under tight deadlines.
- Proficient in Microsoft Office Suite, especially Word and Excel.
- Ability to work independently and collaboratively within a team.
Additional Abilities
- Fluent in English; bilingual a plus
- Access to reliable transportation
- Ability to lift 10–20 lbs., stand for extended periods.
Schedule & Benefits
Full-time position with hours aligned to department operations:
- Monday – Friday: 8:30 AM – 5:00 PM
- Occasional travel as business needs require
Trustco offers generous compensation and benefits package for its employees that includes:
- Comprehensive medical, dental, and vision insurance coverage
- Competitive PTO plus 11 paid federal holidays
- 401K plans with employer match
- Tuition Assistance Program
- Reduces fees and rates on exclusive loan products
Why Join Us?
At Trustco Bank, we're committed to fostering a supportive and inclusive workplace where our employees can grow their careers. We believe that our people are our greatest asset and consider our employees as family. We value each team member's contribution and offer a supportive, collaborative work environment. If you are a detail-oriented professional with strong organizational skills and a commitment to accuracy, we encourage you to apply and join the Trustco Bank team.
Ready to lead with confidence and make a meaningful impact? Apply now and become part of our dedicated banking family!
Equal Employment Opportunity Statement:
Trustco Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, or protected veteran status. This includes, but is not limited to, the following:
• Hiring, placement, upgrading, transfer, demotion or promotion
• Recruitment, advertising or solicitation for employment
• Treatment during employment
• Rates of pay or other forms of compensation
• Selection for training, including apprenticeship
• Layoff or termination
It is the policy of Trustco Bank to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.