Card Dispute Representative

Canvas Credit Union•Lone Tree, CO

5d•$22 - $28•Hybrid

About The Position

The Card Dispute Representative protects Canvas members’ financial safety and security by researching and processing complex debit and credit card disputes in accordance with Regulations E and Z, card network rules, and applicable policies. The role 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 representative handles inbound and outbound member communications, submits dispute documentation to card processors, reviews chargeback and arbitration materials, and serves as a liaison with card processor vendors. The role also makes account transaction decisions, maintains ledgers and filing systems, pursues recovery of fraud disputes, supports card-fraud projects, and follows compliance, security, and quality requirements. The position is based in a high-volume, fast-paced, dynamic office environment and may involve some travel and meetings or events outside regular business hours.

Requirements

High school diploma or GED.
At least two years of experience in a similar position at a financial institution.
Thorough understanding of the card payment ecosystem and how Regulation E, Regulation Z, Regulation 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 in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
Ability to maintain confidentiality.
Successful completion of a pre-employment background review, which includes 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 perform the physical activities described for the position, 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 external members to research, process, and resolve complex credit and debit card disputes using Regulation E, Regulation Z, and card network rules.
Call members to understand their dispute, request additional documentation when needed, and complete dispute forms if necessary.
Submit completed fraud and other card dispute forms accurately and promptly to the card processor.
Review chargeback and arbitration documents for card-fraud cases and contact cardholders when required.
Liaise with card processor vendors about dispute resolution and chargebacks.
Make independent judgments and post transactions to member accounts while following legal and regulatory restrictions and credit union policies and procedures.
Maintain general ledgers associated with debit and credit card adjustments.
Strive for full and timely recovery of fraud disputes.
Assist with special projects related to card fraud.
Meet department quality, service, and production standards that promote member satisfaction, retention, and expansion.
Support organizational goals, values, initiatives, and cost control.
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 up-to-date and accurate filing system.
Pursue ongoing education and learn and apply new skills and software applications.
Maintain regular attendance and punctuality.
Perform other duties as assigned.