General Summary

The purpose of this position is to investigate, evaluate, administer and monitor dispute processes relating to plastic cards.  

Essential Functions

• Process card dispute related inquiries by internal application, email, mail, or telephone.
• Provide direction and instruction for card dispute related inquiries from internal and external members and provide timely resolutions.
• Prepare working card dispute files and ensure all required documentation is included and complete.
• Process member adjustments within regulatory timeframes. 
• Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to the Manager.
• Investigate card dispute claims using tools and applications accessible to determine dispute options and cardholder liability.
• Maintain thorough knowledge of Mastercard rules and regulations, state and federal regulations, and Regulation E, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe. 
• Complete CUMIS bond claim filing for all eligible card related dispute losses in a timely manner. 
• Review various reports from the dispute management application to verify current card case statuses.
• Maintain a team work atmosphere to share information with the counterparts and Member Services team members for disputed and compromised cards. 
• Assist with duties of team members as required during absences within the department 
• Submit Suspicious Activity referrals as applicable.
• Process and report multiple card compromises to vendor and member.
• Review and investigate Case Tracker Report, and make necessary updates in Client Central, as warranted.
• Log and track provisional credits and balance related GLs.
• Send member dispute resolution notification in reference to provisional credit. 
• Prepare plastic card write-offs recommendation report for Manager approval. 
• Refer instances of card fraud related trends for Fraud Analyst to investigate. 
• Engage in progressing one’s knowledge of internal applications as it pertains to particular role. (Verafin, Centrix, Client Central, etc.)
• Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
• Any other duties as assigned.

Job Specifications

• Education equivalent to a four-year high school education required.
• At least 1-year of experience in a customer service position preferred.
• At least 1-year experience in card dispute processing in the financial industry required.
• Work requires basic knowledge Word, Excel, and internet navigation. Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, etc.)
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, etc.)
• Self-disciplined, detail oriented, and can effectively manage time and prioritize multiple tasks.
• Ability to work with minimal supervision.
• Professional, well-developed writing and interpersonal skills necessary for projecting a positive image as a representative of the credit union.
• Requires judgment to solve day-to-day problems within regulations and established guidelines.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.