ATM and ACH Dispute Specialist / Senior ATM and ACH Dispute Specialist

SAFE Credit Union•Folsom, CA

6d•Hybrid

About The Position

Responsible for investigating and resolving disputes related to debit and credit cards used at proprietary ATMs, ACH, and other transaction disputes (i.e. P2P services such as Zelle). The position provides operational support for all acquirer activities while ensuring compliance with all applicable regulations and policies. Develops and maintains statistical reporting, researches and recommends new processes and system enhancements, ensures current systems function as expected, updates department records and procedures in alignment with established service standards and strategic objectives, and acts as an operational support for other departments.

Requirements

Associate's degree (A.A.) or equivalent from two-year college or technical school;; or equivalent combination of education and experience.
Minimum 2 years financial industry experience
Working knowledge of the following: Regulations governing ATM acquiring, debit and credit card processing including Regulation E and Z
Zelle network rules governing fraud and non-fraud Zelle disputes
Nacha Rules governing unauthorized ACH disputes for both consumer and corporate accounts
Credit union products and services related to money movement and payment services
Current and trending fraud schemes
Network processing rules
Completion of the Visa Dispute Resolution I course; or completed within 6 months of time in role.
Completion of the Wespay ACH Bootcamp course; or completed within 120 days of time in role.
Expert knowledge of the following: Credit union products and services.
ATM acquirer dispute resolution regulations.
ATM Network Mandates/regulations including, but not limited to, CO-OP, Visa, MasterCard, American Express, Pulse, Discover, Cirrus, and Plus.
General Ledger flow, balancing, and reconciliation.
Working knowledge of the following: ATM hardware operations, functionality, connectivity, and concepts of programming.
EMV and tokenization.
Durbin Amendment for network acquiring.
Visa DPS acquiring regulations and operations.
NCR hardware and software applications.
Proficiency using Microsoft Office Word Processing software.
10 key adding machine by touch.
Strong analytical and problem-solving skills
Strong project management skills
Effectively manage workload of multiple projects

Nice To Haves

Completion of the Visa Dispute Resolution II course, preferred
Visa Dispute Resolution certified , preferred
WesPay ACH Network certification

Responsibilities

Analyze disputed ATM and ACH transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
Investigate and finalize incoming and outgoing Zelle disputes and ensure all Zelle network rules are followed.
Obtain and maintain a thorough understanding of the processes, procedures, and regulatory requirements for each assigned function allowing for proper dispute resolution, as well as identifying possible system problems and opportunities resulting in mitigation of risk and losses.
Maintain accuracy and regulatory compliance in provisional credits, dispute resolution, and cardholder communications while adhering to required internal and external timeframes.
Ensure all foreign ATM adjustments are compiled, sent and managed.
Report all problems, real and/and/or perceived, in relation to dispute processing of ATM, ACH, and Zelle transactions. Offer recommendations to remedy or prevent similar problems.
Track member experience concerns and recommend improvements.
Ensure daily activities comply with Regulation E and Z, as well as Nacha rules.
Ensure all electronic correspondence complies with eSIGN Act requirements.
Assist with department general ledger balancing and reconciliation with support from a SR. ATM and ACH Dispute Specialist.
Collaborate with department stakeholders to resolve outages.
Monitor and respond to inquiries received from front line staff
Contact members by telephone, email, or mail, as appropriate
Complete other duties, as assigned.