Dispute Operations Representative

Langley Federal Credit Union•Newport News, VA

10d•$18 - $22•Hybrid

About The Position

Langley Federal Credit Union is seeking a Full Time Dispute Operations Representative to work a Hybrid schedule from their City Center office in Newport News, VA. This role involves the intake, processing, and finalization of all card and payment disputes. The representative will investigate disputed transactions, communicate with members, and ensure adherence to regulatory requirements and internal policies. The goal is to achieve timely and accurate resolutions 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

Responsibilities

Communicates clearly and professionally with members regarding the status and outcome of their disputes, ensuring 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, gathering necessary documentation and evidence.
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, and maintains up-to-date knowledge of regulatory changes and industry best practices.
Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions, and prepares and submits required reports.
Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate dispute resolution 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.

Benefits

Affordable medical, dental, and vision plans
Educational Assistance, encompassing books, lab fees, registration costs, and more.
Support for Student Loan Repayment.
Abundant Career Growth Opportunities.
Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
Paid Sick Time for all team members.
Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
Company-covered short- and long-term disability insurance.
Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
Flexible Health Care and Dependent Care benefits.