Card Dispute Specialist

Dover Federal Credit Union•Dover, DE

6h•Onsite

About The Position

The purpose of this position is to investigate, evaluate, administer and monitor dispute processes relating to plastic cards.

Requirements

Education equivalent to a four-year high school education required.
At least 1-year experience in card dispute processing in the financial industry required.
Work requires basic knowledge Word, Excel, and internet navigation.
Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, etc.)
Self-disciplined, detail oriented, and can effectively manage time and prioritize multiple tasks.
Ability to work with minimal supervision.
Professional, well-developed writing and interpersonal skills necessary for projecting a positive image as a representative of the credit union.
Requires judgment to solve day-to-day problems within regulations and established guidelines.

Nice To Haves

At least 1-year of experience in a customer service position preferred.

Responsibilities

Process card dispute related inquiries by internal application, email, mail, or telephone.
Provide direction and instruction for card dispute related inquiries from internal and external members and provide timely resolutions.
Prepare working card dispute files and ensure all required documentation is included and complete.
Process member adjustments within regulatory timeframes.
Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to the Manager.
Investigate card dispute claims using tools and applications accessible to determine dispute options and cardholder liability.
Maintain thorough knowledge of Mastercard rules and regulations, state and federal regulations, and Regulation E, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe.
Complete CUMIS bond claim filing for all eligible card related dispute losses in a timely manner.
Review various reports from the dispute management application to verify current card case statuses.
Maintain a team work atmosphere to share information with the counterparts and Member Services team members for disputed and compromised cards.
Assist with duties of team members as required during absences within the department.
Submit Suspicious Activity referrals as applicable.
Process and report multiple card compromises to vendor and member.
Review and investigate Case Tracker Report, and make necessary updates in Client Central, as warranted.
Log and track provisional credits and balance related GLs.
Send member dispute resolution notification in reference to provisional credit.
Prepare plastic card write-offs recommendation report for Manager approval.
Refer instances of card fraud related trends for Fraud Analyst to investigate.
Engage in progressing one’s knowledge of internal applications as it pertains to particular role. (Verafin, Centrix, Client Central, etc.)
Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
Any other duties as assigned.