Digital Operations Representative

Langley Federal Credit Union•Newport News, VA

5h•Onsite

About The Position

Provides intake, processing, and finalization of all card and payment disputes. Investigates disputed transactions, communicates with members, and adheres to regulatory requirements and internal policies. Ensures timely and accurate resolution while providing exceptional member service.

Requirements

Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.

Nice To Haves

Visa Dispute or AAP certification, preferred

Responsibilities

Communicates clearly and professionally with members regarding the status and outcome of their disputes. Ensures a high level of member satisfaction by addressing concerns and questions promptly.
Investigates and resolves disputes, including debit card transactions, credit card transactions, ACH transfers, and other electronic fund transfer issues. Gathers necessary documentation and evidence from members and relevant parties.
Reviews, investigates, and processes fraud and non-fraud dispute claims and adjustments, following applicable network compliance rules and federal regulations.
Ensures all dispute resolution activities comply with relevant regulations, including Regulation E and NACHA rules. Maintains an up-to-date knowledge and understanding of changes in regulations and industry best practices.
Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions. Prepares and submits required reports to management and regulatory bodies as needed.
Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate the resolution of disputes and improve overall member experience.
Provides impeccable service to internal and external members by phone, in Customer Relationship Management cases, through Online Banking messaging, and by email.
Participates in continued education in accordance with applicable federal, state, and industry laws, regulations, and guidelines.