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Sovereign Bank

Central Claims Spec II

Sovereign Bank

Central Claims Spec II','1803152','!*!Receives and places calls concerning claims on disputed card transactions, as well as accurately and efficiently processes claims in accordance with Regulation E, MasterCard and Visa policies and Bank policies and procedures. The Specialist participates in a team effort to minimize the bank and customers exposure to losses resulting from fraudulent or unauthorized transactions on cards and related accounts. Demonstrates extensive knowledge of Sovereigns products/services and of Regulation E. Identifies customer’s needs, analyzes and recommends best course of action that will meet those needs; identifies and understand red flags; delivers superior customer service, taking ownership of each call to enhance the customer experience. Drives customer loyalty in a service environment, adheres to bank policies and procedures, code of ethics and all Federal, State and local laws.


Assist new hires, explaining disputes process and providing coaching as needed

Assists in miscellaneous activities as directed by the Claims Team Manager

Provide support to the Claims Team Manager

Follow-up with customers, calling back to obtain required documentation, ensuring required documentation is returned

Accurately and efficiently processes customer card claims, investigating and analyzing them in accordance to applicable laws and regulations

Collect sufficient information in order to process and provide research and analysis of card claims

Processes customer credits, charge-offs and chargebacks and representments in accordance with Regulation E, Master Card, Visa, and associated Bank policies, calculating processing fees and interest rates','!*!

At least 3 Years in banking or financial industry

Compliance/Disputes experience a plus High School Diploma, Bachelor’s Degree or equivalent work experience preferred

Minimum of 3 years customer service experience require

Ability to diffuse customer concerns and present options and alternatives, providing clear and concise explanations, instructions and expectations

Ability to handle multi-task, and demonstrate time management and prioritization, persevere and achieve goals

Experience in MS Office - Word, Excel, PPT Strong verbal and written communication skills

Knowledge of Regulation E, MasterCard and Visa policies and bank policies and procedures

Proven track record of meeting/exceeding all goals

Strong analytical skills and strong organizational skills

Strong decision-making ability and ability to work in a fast paced team environment

Superior listening and problem solving skills; ability to research and analyze facts; ability to recognize and understand red flags

“At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.  We actively encourage everyone to apply”','Phone Channel','United States','','Full-time','May 8, 2018','','false','Central Claims Spec II

16 days 15 hours ago

Sovereign Bank


Central Claims Spec II Sovereign Bank - , , United States


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