Dispute Resolution Specialist

FORUM Credit Union•Fishers, IN

About The Position

At FORUM Credit Union, we're more than just a workplace. We're a community where your work makes a real difference in our members' lives, especially when they face financial challenges. We are seeking a detail-oriented and proactive Dispute Resolution Specialist to join our team. You'll play a crucial role in addressing and resolving member disputes related to Debit card transactions, including chargebacks, fraud claims, and merchant discrepancies. Working closely with key vendors like Fiserv, Pulse and MasterCard, you'll ensure our members receive clear, compassionate support during complex financial situations.

Requirements

High school diploma or GED required.
1-3 years of experience in a similar role, ideally within a banking or financial services environment.
Proficiency in Microsoft Excel and experience with database management.
Strong analytical skills and attention to detail.

Responsibilities

Debit Card Dispute Resolution: investigate and resolve member disputes related to Debit card transactions, including chargebacks and fraud claims, in a timely and effective manner.
Vendor Communication: regularly liaise with external vendors, such as Fiserv, Pulse and MasterCard, to resolve disputes and manage chargeback processes.
Member Support: act as a primary contact for members experiencing Debit card issues, providing clear, empathetic, and professional support.
Fraud Monitoring: proactively monitor accounts for fraudulent activity, taking swift action to mitigate risk and protect member interests.
Compliance and Reporting: ensure all dispute resolution activities are compliant with Fiserv, Federal, and MasterCard regulations. Maintain accurate records and perform daily reporting tasks.
Claims Management: efficiently file and manage Trustage plastic card bond claims, ensuring accuracy and compliance.
Process Improvement: continuously seek ways to improve the dispute resolution process, aiming for increased efficiency and member satisfaction.
Team Collaboration: work closely with the customer service and fraud departments to share insights and develop best practices for handling disputes and fraud prevention.