Debit Card Dispute Resolution Specialist

BRMi • Pensacola, FL

23h • Hybrid

About The Position

BRMi is seeking a Debit Card Dispute Resolution Specialist to review, process, and resolve debit card dispute claims. This role involves researching and processing chargebacks, arbitration, and compliance cases involving other financial institutions through Visa and Mastercard. The specialist will also respond to escalated member inquiries from Contact Center and branch personnel, resolve member disputes directly with merchants, and review and assess documentation related to disputes, contract terms, and conditions. A key aspect of the role is remaining alert and informed regarding account security threats, counterfeit operations, loss prevention risks, and fraud exposure. This position works under direct supervision.

Requirements

• Familiarity with PIN-based dispute or signature-based chargeback regulations, processes, procedures, and systems
• Knowledge of accounting, research, or auditing techniques and methods in a financial institution
• Experience assimilating information, analyzing facts, and developing logical conclusions
• Experience in financial transaction processing responsibilities
• Exposure to internal auditing, compliance, programming, or modeling
• Working knowledge of compliance requirements and regulations related to debit card disputes
• Ability to manage multiple tasks simultaneously with a high degree of accuracy
• Experience working in a high-volume, fast-paced environment
• Strong member/customer service skills
• Ability to interpret and apply relevant regulations, procedures, policies, and instructions
• Proficiency navigating multiple screens and PC applications and adapting to new technologies
• Ability to exercise initiative and sound judgment in decision-making
• Ability to interact tactfully and effectively in difficult situations
• Basic database and presentation software skills
• Strong organizational, planning, and time management skills
• Basic research, analytical, and problem-solving skills

Responsibilities

• Review, process, and resolve routine debit card dispute cases by applying federal, Visa, and regional network regulations, as well as Navy Federal policies and procedures
• Research moderately complex adjustments and complete documentation from financial institutions, processors, and acquirers to construct cases filed against these organizations
• Request information and documentation to clarify details or resolve routine dispute cases within mandated timeframes and regulations
• Make decisions and recommendations within authorized monetary limits
• Document, track, and monitor arbitration and compliance cases to ensure timely progress and minimize financial loss to members and/or Navy Federal
• Execute general ledger entries for each case to maintain proper balances at the end of each month
• Research and complete assigned cases by reviewing Dispute Case Management Systems, Visa databases, client, acquirer, and issuer systems, RDR, Visa Online, On-Demand, and online communication tools
• Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
• Research, review, and analyze member claims, related transactions, circumstances, and actions surrounding the claim, and determine corrective actions to resolve discrepancies
• Review moderately complex dispute cases and research account history and card activity to credit invalid charges back to member accounts or charge back financial institutions, processors, and acquirers
• Complete routine account investigations and respond to actions generated by other financial institutions, including good faith collections, pre-arbitration/pre-compliance cases, chargebacks, and representments
• Scan chargeback documentation into the system and record account actions and case development
• Resolve routine claims for PIN-based debit card cash and purchase transactions, as well as complex dispute and chargeback issues
• Initiate and respond to communication with members, vendors, and other financial institutions
• Stay informed of the business environment, financial services trends, regulatory conditions, and industry developments, incorporating relevant changes into operations
• Manage and adhere to regulatory guidelines and consumer protection requirements
• Provide guidance and assist in training new Level I specialists
• Perform other duties as assigned

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed