Dispute Resolution Specialist I, II, III, Senior

Global Credit Union • Glendale, AZ

4d • Onsite

About The Position

This role involves assisting members with fraudulent and merchant dispute transactions on Debit Card, Credit Card, and ACH. The specialist will operate according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures. The position requires providing prompt, professional, and courteous member service, developing a working knowledge of dispute processes and systems, and staying current with relevant regulations (E, Z, CC) and operating rules. Responsibilities include creating, researching, and resolving dispute cases, evaluating cases for provisional credit, researching and providing evidence to members, conducting merchant conference calls, communicating effectively with members, responding to inbound and placing outbound calls, reporting disputed transactions, documenting research findings, and adhering to all designated timeframes for timely and accurate completion of responsibilities. The role also involves assisting with daily reports and MRMS requests, and performing other assigned duties.

Requirements

• High school graduate or equivalent.
• Must be articulate and possess the ability to communicate with patience and empathy via telephone.
• Must have detail-oriented writing skills and a strong ability to follow through on assigned tasks.
• Should be proficient with personal computers, web-based applications, Microsoft Word and Excel, and have strong interpersonal skills, as well as a demonstrated ability to exercise discretionary judgment.
• Develop a working knowledge of card and ACH dispute processes and systems.
• Develop and maintain a current working knowledge of Regulations E, Z and CC as well as Visa and NACHA operating rules and Credit Union policies and procedures.

Nice To Haves

• One year of previous experience in a similar position or in financial operations is preferred.

Responsibilities

• Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
• Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
• Evaluate cases for and provide provisional credit within established limits, as applicable.
• Research and provide evidence to members to validate unrecognized transactions.
• Conduct merchant conference calls to resolve product and service problems.
• Effectively communicate with members to validate information, research cases, and obtain documentation.
• Respond to inbound and place outbound calls for case creation and member follow-up.
• Report disputed transactions for possible fraudulent activity and/or trends.
• Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
• Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
• Assist with completing daily reports and MRMS requests.
• Perform other duties as assigned.

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED