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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.