Card Dispute Consultant

Arizona Financial Credit Union•Phoenix, AZ

9d•Hybrid

About The Position

The position is responsible for assisting cardholders with the initiation of their card disputes, determines if we have chargeback rights based upon Visa and other network (COOP, PULSE, MAP) regulations. This role involves collecting necessary documentation, reviewing risk and potential fraud losses, and maintaining knowledge of network regulations and federal laws applicable to card use and disputes. The consultant will also provide administrative support, process chargebacks, and communicate with members regarding dispute outcomes.

Requirements

High School diploma or general education degree (GED).
Three (3) years’ experience in card services, a financial institution or related field in Accounting, Business, Electronic Services or any equivalent combination of education and experience.
One (1) year experience as a Card Services Intern/Trainee.
Proficient in Microsoft Excel, Internet Explorer & Outlook.
Current knowledge of Visa rules and network requirements, as well as regulations E and Z.
Ability to learn and adapt to new internal software systems.
Ability to identify problems, process resolution and implement action or solutions timely.
Ability to function effectively in a fast paced, team-oriented work environment.
Ability to meet deadlines; prioritize workloads and handle multiple tasks.
Excellent verbal and written communication skills.
Ability to perform general math skills, including accurately calculating debits and credits.

Nice To Haves

Experience with Visa Resolve Online, VROL.

Responsibilities

Assist cardholders with the initiation of card disputes.
Determine chargeback rights based upon Visa and other network regulations.
Collect necessary documentation for dispute submission.
Review risk and potential fraud losses, which may include interviewing members.
Maintain knowledge to provide one and done service on applicable card disputes calls.
Update members with the results if a claim is denied.
Make outgoing calls to cardholders who have submitted disputes online to ensure all necessary steps have been taken.
Collect supporting documentation to assist team members to complete non-fraud disputes without additional member follow up.
Assign cases to appropriate queues for chargeback processing.
Assist in processing chargebacks for cardholders with fraudulent charges.
Provide administrative support, including communicating with the member and posting provisional credits, reversals, reward points, interest, and member notifications within regulation timelines.
Review all represented claims that come back from merchant banks, while staying in regulation timelines.
Seek clarification from the member, bank and/or investigate needed documentation to file compliance, pre-arbitration, arbitration or deny and reversal from the member.
Maintain complete knowledge of Visa chargeback and compliance rules along with the chargeback regulations of other card networks.
Maintain knowledge of all Federal Regulations which apply to card use and cardholder disputes.
Perform other job-related duties as assigned.