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Old Second National Bank · 19 hours ago

Dispute Resolution Supervisor

Aurora, Illinois, United States

Full-time

Onsite

Mid, Senior Level

$24.85/hr - $32.25/hr

3+ years exp

Old Second National Bank has been serving the Chicago area for over 150 years and is seeking a Dispute Resolution Supervisor to oversee case management and direct conflict investigations. This role involves managing disputes, ensuring compliance with procedures, and providing guidance on effective resolution strategies.

BankingFinanceFinancial Services

Responsibilities

Process Reg E disputes by selecting appropriate Return Reason Codes and gathering supporting documentation for resolution

Submit disputes through Data Navigator and accurately notate them in Centrix, including batch numbers

Maintain organized fraud and non-fraud binders for reference and compliance

Review requests in Quick Assist from Jack Henry and provide additional information for non-fraud disputes as needed

Update top sheets in Centrix after disputes are closed; attach documentation to corresponding cases

Monitor and respond to emails in the OSB Falcon Folder and Dispute Folder promptly and professionally

Answer department phone calls with a courteous and helpful approach

Prioritize and resolve disputes nearing expiration deadlines

Assist with additional departmental tasks and projects as assigned

Manage and resolve customer complaints routed through the internal system (Tom-T) with care and attention

Oversee Zelle Monthly Reporting and ensure accuracy

Complete Card Audit and maintain compliance standards

Pull and review Dispute Log for accuracy and completeness

Conduct monthly Reg E reviews to ensure adherence to regulations

Manage Zelle Disputes with diligence and timely resolution

Oversee Dispute interest Return and ensure proper handling

Planning, assigning, and directing employee work

Evaluating performance, rewarding, and coaching employees

Addressing complaints and resolving issues effectively

Interviewing, hiring, and training new team members

Qualification

Dispute resolutionReg E knowledgeBank operations experienceLeadership experienceComputer proficiencyInterpersonal skillsWritten communicationOral communication