Card Dispute Representative

Canvas•Lone Tree, CO

4d•Hybrid

About The Position

The Card Dispute Representative protects Canvas members’ financial safety and security by researching and processing complex fraudulent debit and credit card disputes in accordance with Regulations E and Z and applicable card network rules. The representative assists internal team members and external members, collaborates with colleagues to complete cases accurately and on time, and provides service intended to exceed member expectations. The role also supports dispute recovery, compliance, account accuracy, and member relationships.

Requirements

High school diploma or GED.
At least two years of experience in a similar position at a financial institution; credit union experience is preferred.
Thorough understanding of the card payment ecosystem and how Regulations E, Z, and CC and card network rules apply to card disputes.
Ability to handle difficult conversations with members about fraud and cards.
Professional, courteous, and effective verbal and written communication skills.
Strong relationship-building, customer service, and teamwork skills.
Excellent attention to detail, problem-solving, and decision-making skills.
Efficient organizational and time-management skills, with the ability to work independently and manage multiple priorities with tight deadlines.
Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
Ability to maintain confidentiality.
Successful completion of a pre-employment background review, including criminal, employment, address, Social Security number, motor vehicle record, global sanctions, and sex offender checks.
Ability to attend meetings and events outside regular business hours.
Ability to use standard office equipment and perform the physical activities described for the role, including manual dexterity, lifting files, opening filing cabinets, and bending, stooping, or standing as necessary.

Nice To Haves

Bilingual verbal and written communication skills in English and Spanish.
Experience in a credit union environment.

Responsibilities

Take inbound calls from internal team members and members to research, process, and resolve complex credit and debit card disputes using applicable regulations and card network rules.
Make outbound calls to understand members’ dispute situations, request documentation, and complete dispute forms when needed.
Submit completed fraud and other card dispute forms to the card processor accurately and promptly.
Review chargeback and arbitration documents for card fraud cases and contact cardholders when required.
Coordinate with card processor vendors on dispute resolution and chargebacks.
Use independent judgment to post transactions to member accounts while following legal restrictions, regulations, and credit union policies and procedures.
Maintain general ledgers associated with debit and credit card adjustments.
Pursue full recovery of fraud disputes in a timely manner.
Assist with special projects related to card fraud.
Meet department quality, service, and production standards that support member satisfaction, retention, and expansion.
Support organizational goals, values, initiatives, and cost-control efforts.
Comply with Bank Secrecy Act requirements and other compliance requests and requirements.
Follow safety and security guidelines to safeguard member and organizational assets.
Maintain an accurate, up-to-date filing system.
Continue learning and apply new skills and software applications.
Maintain regular attendance and punctuality.
Perform other duties as assigned.