Card Disputes Representative

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado, California, and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and we take pride in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it. By joining the FirstBank team you will experience our great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions across the company, from Personal Banker and Call Center to Technology and Lending. Apply today to learn more and join the team!

A Brief Overview

The Card Disputes Representative is responsible for the day-to-day operations of general card dispute cases. The Representative collaborates with branches, internal departments and customers to assist with questions related to card disputes. The Card Disputes Representative maintains knowledge and understanding of the Visa core rules and other banking regulations.

What you will do

• Respond to and track card dispute claims within regulatory timeframes
• Evaluate dispute cases and supporting documentation to identify the correct response to the claim
• Assist customers with general dispute or ATM/Credit/Debit card product and service questions over the phone in a timely manner
• Initiate disputes in an accurate and timely manner, in accordance with Visa’s rules and applicable banking regulations
• Communicate and address customer, internal departments and branch questions related to dispute claim processing
• Adhere to and understand the dispute processing timeframes allowable within Visa’s core rules and applicable banking regulations, for both debit and credit disputes
• Respond to ATM/Credit/Debit card questions and requests from internal departments and external customers
• Perform other duties and projects as assigned
• Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Requirements

• Entry level position with little or no prior relevant work experience in the function

Preferred Requirements

• Basic card dispute knowledge

Knowledge, Skills, and Abilities

• Good customer-service skills
• Good verbal and written communication skills
• Detail-oriented with strong ability to quickly adapt to changing priorities
• Ability to meet deadlines
• Ability to work efficiently in a fast-paced work environment
• Basic skills in Microsoft Word and Excel

Working Conditions and Physical Requirements

• Frequently remains stationary throughout a typical business day
• Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
• Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
• Occasionally positions self to access drawers and shelves of various heights
• Frequently reaches for and handles paperwork and files
• Constantly communicates with customers, coworkers, and management in-person and on the phone
• Must be able to exchange accurate information
• FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need.

Salary Range

$20.50 Per Hour

Statement of Benefits

FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D

EOE/Affirmative Action

FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.

Colorado Job Application Fairness Act

Under Colorado’s Job Application Fairness Act, you have the right to redact from any documents that you submit in connection with your application information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation

*This job opportunity is expected to close on November 20, 2024*