Card Dispute Consultant

Arizona Financial Credit Union•Phoenix, AZ

9h•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 a high level of knowledge regarding card network regulations and federal laws. The consultant will also be responsible for updating members on claim statuses, making outgoing calls for dispute initiation, assigning cases, processing chargebacks, and providing administrative support for provisional credits and notifications. Additionally, the role requires reviewing represented claims, seeking clarification, and maintaining up-to-date knowledge of all applicable regulations.

Requirements

High School diploma or general education degree (GED).
Three (3) years of relevant financial institution experience OR one (1) year of front-line experience with Arizona Financial.
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

Assisting cardholders with the initiation of their card disputes.
Determining chargeback rights based upon Visa and other network regulations.
Collecting necessary documentation for dispute submission.
Reviewing risk and potential fraud losses, including interviewing members for suspicious fraud claims.
Maintaining knowledge to provide one and done service on card disputes calls.
Updating members with the results if a claim is denied.
Making outgoing calls to cardholders who have submitted disputes online.
Assigning cases to appropriate queues for chargeback processing.
Assisting in processing chargebacks for cardholders with fraudulent charges.
Providing administrative support for communicating with members, posting provisional credits, reversals, reward points, interest, and member notifications within regulation timelines.
Reviewing all represented claims that come back from merchant banks within regulation timelines.
Seeking clarification from the member, bank, and/or investigating needed documentation to file compliance, pre-arbitration, arbitration or deny and reversal from the member.
Maintaining complete knowledge of Visa chargeback and compliance rules along with the chargeback regulations of other card networks.
Maintaining knowledge of all Federal Regulations which apply to card use and cardholder disputes.
Performing other job-related duties as assigned.