Card Dispute Representative

First Service Credit Union • Houston, TX

4d • Onsite

About The Position

Serve as the credit union's primary specialist for card-related fraud, disputes, and risk mitigation. Investigate and resolve debit, credit, ATM, Zelle, and other P2P payment disputes in full compliance with Regulation E, Visa/Pulse rules, and the Electronic Fund Transfer Act. Process card suppressions, manage compromised card events, and action real-time alerts from card networks to protect members and minimize financial loss to the credit union.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Expert knowledge of Regulation E, Visa/Pulse dispute rules, and the Electronic Fund Transfer Act.
• Strong investigative and analytical skills with attention to detail.
• Ability to interpret merchant documentation, authorization logs, and network reports.
• Comfort making time-sensitive, risk-based decisions that balance member experience and credit union loss exposure.
• Excellent written documentation skills for dispute responses and case notes.

Responsibilities

• Thoroughly investigate, process, and resolve all card-related disputes (debit, credit, ATM), Zelle disputes, and other P2P payment disputes in accordance with Regulation E timelines, Visa operating regulations, Pulse rules, and internal policy.
• Conduct detailed research using transaction history, merchant documentation, member statements, and network tools to determine liability and protect both members and the credit union from unnecessary losses.
• Process all card suppression requests and compromised card reissues.
• Monitor, action, and resolve real-time fraud alerts from Visa (VCAS/VDMP), Pulse, and internal fraud detection systems.
• Make rapid risk-based decisions on transaction authorization, card blocks, or member contact.
• Identify emerging fraud patterns, recommend rule changes in the fraud detection platform, and collaborate with the Fraud Supervisor on new prevention strategies.
• Perform other job-related duties as assigned and remain current on all regulatory changes affecting card disputes and electronic funds transfers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED