Regulatory Complaint Specialist (Disputes Risk Investigations)

Title- Regulatory Complaint Specialist

Location- 4675 Cornell Road Suite 280, Cincinnati, OH, 45241/Fully remote

Contract – 12+ months (Potential for extensions)

Job Responsibilities

• Perform moderate to high risk analysis of account and transaction data to balance customer experience and risk for Green Dot.
• Ensure regulatory timeframes as well as internal Service Level Agreements [SLA] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, decision accuracy, account closures/blocks, etc.
• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
• Analyze and utilize all bank records, systems, and case management systems to facilitate a comprehensive review of all disputed transactions and account closures/blocks.
• Assist customers and employees through inbound calls, chats, emails and text messaging.
• Identify and assess customer needs to resolve inquiries effectively.
• Build personal connections and relationships to promote customer retention and maintain customer loyalty.
• Function as a Subject Matter Expert (SME) and utilize critical thinking, multitasking, active listening and problem-solving skills to provide positive and creative options for

Job Requirements

• 5 years of customer service experience
• Exceptional written skills with the ability to communicate with all levels of executive management.
• Ability to handle and resolve conflict positively and in a calm, professional manner.
• Demonstrated ability to work well in a fast-paced work environment.
• Committed to providing objective and unbiased analysis of work production.
• Ability to work both independently and in a team environment.
• Demonstrate good follow-up and follow-through techniques.
• Ability to explain a complex process in an easy-to-understand manner.
• Must be able to exercise discretion and independent judgment with minimal supervision
• Excellent organizational skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Access and PowerPoint).
• Ability to efficiently learn and navigate new systems and processes.
• Must achieve and maintain Escalated Call Certification.

Preferred

• 1 year experience with Dispute Analyst/Investigation background
• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints)
• Bachelors degree in Business or related field
• Knowledgeable in bank and deposit compliance regulations (e.g. Regulation E and UDAAP)
• Understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the US banking system.
• Ability to speak and type fluently in English.
• Bilingual skills (English/Spanish) a plus