PeoplesBank · 1 day ago
Electronic Case Review Representative
Holyoke, MA, US
Full-time
Onsite
Entry Level
2+ years expPeoplesBank is the largest mutually chartered bank in Western Mass and Northern Connecticut, committed to green values and customer satisfaction. The Electronic Case Review Representative is responsible for investigating and resolving customer dispute-related inquiries, ensuring compliance with regulations while providing exceptional customer service.
BankingFinancial ServicesInsuranceVenture Capital
Responsibilities
Investigate and resolve Reg E disputes in a timely and complaint manner
Analyze transaction data and supporting documentation to determine validity of each dispute
Communicate with merchants and internal departments to gather necessary information
Ensure compliance with Reg-E, NACHA and other applicable regulations
Maintain accurate records of case progress, decisions, and resolutions
Identify trends or reoccurring issues and escalate when needed
Provide exceptional customer service during the dispute process
Performs required online banking and mobile deposit tasks. Responds to inquiries and performs problem resolution as necessary
Acts as the secondary contact for all ATM/Debit Card ordering and maintenance functions, including processing of ATM/Debit Card maintenance forms and requests
Reviews and updates procedures, as necessary
Serves as the primary contact for card-related research and escalated issues including closed card charges
Completes all yearly compliance training and testing and complies with bank, federal, and state regulations
Complies with Bank Policies and Procedures
Other related duties may be assigned
Qualification
Required
High school diploma and two to three years of related experience; OR training OR a combination of training and education
Experience in dispute resolution, banking operations or fraud investigation
Strong knowledge of Reg-E and ACH dispute procedures
Excellent attention to detail and organizational skills
Effective verbal and written communication skills
Ability to work independently and manage multiple cases simultaneously
Thorough knowledge of banking and compliance regulations
Proficiency in MS Office/365 (Word, Outlook, Excel, Teams, PowerPoint, Access)
Strong Excel skills required
Familiarity with financial systems and dispute case management tools
Benefits
Excellent compensation
Workplace flexibility
Competitive benefits package
Company
PeoplesBank
PeoplesBank is an innovation, corporate responsibility, environmental sustainability, and employee engagement.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Hayes Murray
EVP - CFO & Treasurer
Brian Canina
President & COO
Recent News
2025-11-04
Morningstar.com
2025-10-16
Hartford Business Journal
2025-09-27
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