Job Information
Commerce Bank Bank Card Fraud Investigator in Kansas City, Missouri
About Working at Commerce
Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.
No wonder we’ve been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.
About This Job
The BankCard Investigator is a critical position in the bank that is responsible for preventing, limiting and recovering Debit, Prepaid, Consumer Credit, and Commercial Credit card losses to the bank through early detection, prevention, conflict resolution, investigation and performing the chargeback processes. You’ll use various systems to monitor and review fraud cases. Duties include comprehensive analysis of account activities, interviewing customers, in-depth examination of system and transactional data and ensure adherence with Visa, MasterCard, and Federal Regulations. Your technical skills are important, but your people skills are important, too. You’ll be expected to provide excellent customer service to both internal and external customers all while meeting the highest quality and production standards. This is a fast paced job so you’ll need to able to perform in an independent, resourceful manner and show a high degree of customer service and problem-solving skill.
Essential Functions
Handle moderately difficult dispute cases and be responsible for conflict resolution between customer and merchant.
Conduct dispute resolution as outlined within the Visa USA, Visa International and MasterCard by-laws and regulations. Avenues of dispute resolution include: chargeback, representment, pre-compliances, compliance, good faith, pre-arbitration and arbitration cases.
Be responsible for an extensive amount of inbound and outbound calls related to dispute resolution.
Analyze current work volumes and prioritizing individual accounts according to defined time frames.
Communicate dispute details to and from the cardholder, merchant’s, financial institutions, third party processor, peers and the associations.
Complete and translate monetary transactions for other departments within Commerce Bank. (Accounting, Commercial Card, Branches and Security)
Taking ownership of dispute files, ensuring the appropriate actions are taken.
Utilize the TSYS, Visa and MasterCard platforms.
Perform other duties as assigned
Work Schedule
- Monday - Friday, 9:00am-6:00pm
Knowledge, Skills, & Abilities
Strong written and verbal communication skills
Strong conflict resolution skills while maintaining a high quality of customer service
Strong problem-solving skills
CRT knowledge – Word, Excel, Outlook
Ability to handle multiple tasks simultaneously and continually meet deadlines
Decision making skills in order prevent monetary losses
Self-Starter with ability to work without direct supervision
Be a great communicator
Strong attention to detail and accuracy
Knowledge of Visa/MasterCard Regulations
Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Basic level proficiency with Microsoft Word, Excel and Outlook
Education & Experience
High School Diploma or equivalent combination of education and experience required
2+ years’ work experience in related field preferred
Dispute experience preferred
Investigative experience preferred
Location: 811 Main St, Kansas City, Missouri 64105
Time Type:
Full time
Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team.
Why Commerce? (https://www.commercebank.com/careers/about-commerce)
Inclusion and Diversity at Commerce
How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team)
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Equal Opportunity Employer
Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender, gender identity, gender expression, veteran status, disability status, or any other applicable characteristics protected by law.