Dispute Resolution Assistant Manager

Mountain America Credit Union•Sandy, UT

2d•Hybrid

About The Position

Assists in managing the operations and staffing of the Dispute Department Specialists regarding Dispute Initiation, Resolution, Manual Chargebacks, 4200 Reporting, and other Visa related assignments. Responsible for employee development, training, quality, and team motivation. Workload will include all processes assigned to and completed by the Dispute and Fraud teams including monitoring, tracking, and reviewing team performance by assisting the Dispute Manager.

Requirements

Three to five years of similar or related experience; with extensive knowledge of credit union dispute policies and procedures preferred.
Associates Degree or equivalent work experience preferred.
Formal training/certification in Visa Regulations, Chargebacks, Representments and Arbitrations
Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.
Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of employees, members, or clients.
Prefer general knowledge of credit union operations and organizational structure.
Must have good verbal and written communication skills.
Must have great organizational skills.
Must be extremely detailed oriented
Ability to organize and prioritize tasks.
Have dependable behavior and continues initiative to look for ways to improve processes and work flow.
Has a thorough knowledge of the various networks rules and regulations, such as the Co-op, Visa, and Credit Union policies and procedures.
Ability to take feedback and implement goals to make improvements.
Provide excellent verbal and written communication, problem solving skills, and the ability to make decisions based on logical reasoning.
Ability to work through a fast paced and goal oriented environment.

Responsibilities

Coaches and trains Dispute Specialists regarding case initiation and resolution.
Oversees quality process, delivers feedback to Dispute Specialist I, II, and III understands all aspects of Dispute process.
Educates external members and internal employees on dispute regulations, consumer rights, and dispute guidelines.
Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
Assists in the budget and departmental planning sessions driving innovation / improvements across the department
Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
Holds approval authority in making business decisions related to Dispute write offs and moving cases forward to arbitration with Visa.
Responsible for managing Dispute case load and working with Dispute Manager to fairly distribute work and provide training to employees.
Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases.
Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit.
Trains and provides guidance to Dispute Specialist I, II, and III provides feedback as appropriate for coaching and development.
Has responsible for reporting practices including Disputes filed, Disputes Completed, and other various reports as deemed necessary by the Dispute Manager.
Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process.
Ensures communication is delivered in a timely manner to the member, and clear expectations are established to ensure member satisfaction.
Provides superior customer service to both internal as well as external customers.
Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
Performs other duties as assigned.