Card Dispute Representative (Hybrid Remote)

About the position

The Card Dispute Representative plays a vital role in supporting the financial well-being of Canvas members while safeguarding the credit union's integrity by ensuring secure and fair resolution of card-related issues. The position professionally assists internal and external family members with researching and processing complex debit and credit card disputes following Regulation E and Z. They collaborate with team members to ensure card disputes are completed timely and accurately for all cases filed. They are responsible for providing superior service to internal and external members and fostering member relationships that exceed expectations.

Responsibilities

• Take inbound calls to assist internal and external family members with researching, processing, and resolving complex credit and debit card disputes by applying Reg E, Reg Z, and Card Network Rules.
• Make outbound calls to members and merchants to understand member's card dispute situation, request additional documentation from members when required, and complete dispute forms if necessary.
• Submit completed Card Dispute forms to the card processor accurately and timely.
• Consistently meet department quality, service and production standards that promote member satisfaction, retention and expansion.
• Exhibit support for the organization's goals, values, initiatives and cost control.
• Support internal dispute intake teams by providing guidance and recommendations.
• Comply with Bank Secrecy Act (BSA) and other compliance requests and requirements.
• Follow all safety and security guidelines to properly safeguard member and organization assets.
• Embrace ongoing education and learn/apply new skills and software applications.
• Regular attendance and punctuality are essential functions of the job.
• Perform other job duties as assigned.

Requirements

• Ability to handle high volume, fast-paced, dynamic office environment.
• Must be able to attend meetings and events outside of regular business hours.
• Manual dexterity and ability to lift files and open filing cabinets.
• Ability to bend, stoop, or stand as necessary.

Benefits

• Medical/Dental/Vision Insurance
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Paid Wellness Day
• Paid Volunteer Time
• Flexible Spending Account
• Health Savings Account
• World Class 401(k) Plan
• Tuition Reimbursement
• Rate Discounts on Qualifying Loans
• May be eligible for incentives or discretionary bonus based on results