At Umpqua, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our employees.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Umpqua, we believe the best way forward is together. Together for people. Together for business. Together for better.

About the Role:

In this role, you will be responsible for handling incoming payment claims, investigating, and effectively processing in a timely manner in accordance with federal or applicable network regulations. Additionally, they ensure service standards are met, provide support of department goals, and coordinate the reduction and control of losses.

• Intake, perform analysis, and research to resolve payment claims within required timeframes while ensuring compliance with applicable rules and regulations.
• Interact with law enforcement agencies, merchants, and persons of interest in order to obtain and review all information and execute the appropriate actions.
• Use sound judgment in addition to all available resources to make well-informed decisions when approving or denying a case.
• Complete the quality control process for other dispute analysts to ensure disputes were processed promptly and in accordance with all policies and procedures.
• Use well-developed analytical and decision-making skills to research payment claims and make accurate and appropriate decisions based on their findings.
• Utilize effective planning, organizational skills, and time management to ensure all processes are completed within appropriate timeframes.
• Professionally communicate with clients, internal partners, other financial institutions, merchants, law enforcement, and others via phone, email, fax, or letter.
• Adhere to department processes, procedures, and expectations for all aspects of case investigation.
• Keep up-to-date on industry information, system changes, network rules, and compliance issues.
• Proactively identify trends or patterns of activity related to fraud claims and escalate as needed.
• Other duties and cross-training as assigned.
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
• Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces our vision to become “Business Bank of Choice”
• May perform other duties as assigned.

About You:

• H.S. Diploma or GED, required. 
• Experience in a retail banking branch or bank operations environment, required.
• Experience in a retail banking branch or bank operations environment Building basic understanding of dispute and claim process.
• Effective written and verbal communication skills Understanding of general accounting practices Ability to troubleshoot, analyze, and resolve customer service problems.
• Strong organizational and follow-through skills Strong attention to detail Able to work independently, demonstrating high level of personal effectiveness.
• Building PC skills including Excel and Word.

Job Location(s): Ability to work fully onsite at posted location(s).

5210 74th Street W Lakewood, WA 98499

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $19.33 - $28.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.