Chargeback Specialist

Advia Credit Union•Kalamazoo, MI

1d•Hybrid

About The Position

This role serves as a subject matter expert and process specialist for dispute and chargeback functions supporting the credit union’s card programs. It ensures accurate, timely processing of disputed or unauthorized debit, credit, and ATM transactions while maintaining clear, consistent, and service focused member communication throughout the dispute lifecycle. In alignment with Advia’s core values and service standards, the role monitors end to end process performance, ensuring adherence to policies, regulatory requirements, and network rules, while promoting operational excellence and a positive member experience. It provides guidance and expertise to support consistent, compliant, and member focused outcomes. The position also acts as an advisor and escalation resource for complex dispute matters, identifying trends and recommending process improvements. It serves as the primary liaison with the card processor to support fraud identification and mitigation strategies. In addition, the role functions as the system liaison for dispute related platforms, monitoring performance and data accuracy, identifying issues, and supporting approved enhancements.

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Able to use database, spreadsheet and word processing software suites to record and maintain records, with member contact as necessary via form correspondence.
Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow Visa and ATM network regulations and comply with FRB Regulation E to limit potential liability for the credit union.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs.
Must be capable of climbing / descending stairs in emergency situation.
Must be able to operate routine office equipment including computer terminal and keyboard, microfiche reader, telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Excel University certification preferred.

Responsibilities

Monitors and maintains dispute and chargeback workflows for debit, credit, and ATM transactions, supporting accurate, timely, and member-focused outcomes.
Ensuring quality, timeliness, and adherence to Regulation E, Regulation Z, network rules, and internal policies.
Identifies risks, trends, and exceptions and elevates insights with recommendations.
Serves as a subject matter expert for dispute and chargeback processes, providing guidance and support to team members to promote consistency and compliance.
Partners with management to identify process gaps, training opportunities, and best practices that strengthen quality and operational effectiveness.
Acts as an escalation resource for complex disputes, chargeback, and fraud-related matters, supporting resolution and informed decision-making.
Serves as the primary operational liaison with dispute-related vendors and the card processor, monitoring service performance and coordinating issue resolution as needed.
Maintains system administration and monitors dispute-related systems and tools (including dispute platforms, Visa Secure, and VROL), identifying performance issues, data accuracy concerns, and opportunities for improvement.
Completes dispute-related reporting, reconciliations, and settlement activities; prepares insights and flags discrepancies for management and Accounting review.
Supports audit and examination readiness by maintaining documentation integrity, validating data, and assisting with audit preparation as requested.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.