Dispute Specialist I, II, Senior

SAFE Credit Union•Folsom, CA

1d•$22 - $36•Hybrid

About The Position

This is a hybrid role that will require the employee to be in office (Folsom, CA) 2 days per week (Tuesdays and Wednesdays). Dispute Specialist I: Investigates card dispute claims for both debit and credit card fraud and non-fraud transactions. Performs research, analyzes circumstances, exercises sound judgment, and resolves disputes, following internal and/or external rules, policies, procedures, and regulations. Routinely interacts with members and SAFE frontline staff. Expected to fulfill SAFE’s core values with internal and external members. Expected to maintain a positive work environment, meet productivity standards, complete work in a timely manner, and strive to increase productivity. Dispute Specialist II: Fulfills all duties of as Dispute Specialist I. Additionally, responsible for handling complex disputes. Understands the importance of building supportive relationships within all areas of the credit union, as well as with other financial institutions and vendors. Expected to serve as a positive role model, provide guidance and training, and offer mentorship to a Dispute Specialist I. Contributes to a highly motivated department. Senior Dispute Specialist: Fulfills all duties of a Dispute Specialist I & II. Additionally, responsible for handling escalations and/or complex disputes. Understands the importance of building supportive relationships within all areas of the credit union, as well as with other financial institutions and vendors. Expected to serve as a positive role model, provide guidance and training, and offer mentorship to Dispute Specialists I & II. Contributes to a highly motivated department.

Requirements

Associate’s degree from an accredited college; and/or two or more years of work in a full-service financial institution; or an equivalent combination of education, training, and experience (Dispute Specialist I).
Associate’s degree from an accredited college; and/or three or more years of work in a full-service financial institution; or an equivalent combination of education, training, and experience (Dispute Specialist II).
Associate’s degree from an accredited college; and/or five or more years of work in a full-service financial institution; or an equivalent combination of education, training, and experience (Senior Dispute Specialist).
Completion of the Visa Dispute Resolution I course (Dispute Specialist II).
Completion of the Visa Dispute Resolution I and II courses (Senior Dispute Specialist).
Visa Dispute Resolution Certification obtained (Senior Dispute Specialist).
Minimum of 9-12 months in the Dispute Specialist I role (Dispute Specialist II).
Minimum of 12-24 months in the Dispute Specialist II role (Senior Dispute Specialist).
Knowledge of the financial services and card payment industries.
Knowledge of Visa credit, debit, and ATM networks, as well as other non-Visa networks.
Knowledge of issuer rights and responsibilities associated with Visa chargeback processing and fraud liability.
Knowledge of federal and state regulations, credit union policies, and Visa rules.
Knowledge and experience with Microsoft Office products (Outlook, Teams, Word, Excel).
Ability to read and interpret card-related disclosures, correspondence, and procedure manuals.
Ability to read transaction-related disclosures.
Ability to work independently to manage multiple priorities within established timeframes.
Ability to work on multiple tasks at the same time.
Ability to quickly adapt and openly embrace change.
Strong organization, time management, prioritization, interpersonal communication, and customer service skills.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Thorough knowledge of SAFE’s products and services, as well as banking practices, operations, and policies preferred.
Preferred knowledge within Fiserv DNA Core Banking System.
Working knowledge of DNA banking platform preferred.
Must be a self-starter, able to work without constant supervision.
Strong written and verbal communication skills.
Excellent multitasking, organization, time management, research, communication, and problem-solving.
Demonstrated ability to work in a team environment.

Responsibilities

Analyze disputed card transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
Obtain a thorough understanding of the processes and procedures for each assigned function allowing for proper dispute resolution, as well as identifying possible system problems and opportunities resulting in mitigation of risk and losses.
Process fraud case types less than $2k (Dispute Specialist I).
Process fraud case types with up to 75 transactions (Dispute Specialist II).
Process all non-fraud case types (Dispute Specialist II).
Process all fraud and non-fraud case types (Senior Dispute Specialist).
Identify and process write-offs, after appropriate research and due diligence is completed.
Maintain up-to-date, thorough operational knowledge of Federal Regulation E and Z, as well as Visa Dispute Processing rules and regulations required to resolve member cases accurately.
Complete provisional credits and cardholder communications within required internal and regulatory timeframes.
Process merchant responses within Visa Resolve Online (VROL) in a timely and accurate manner.
Complete general ledger balancing and posting.
Monitor and respond to inquiries received from front line staff.
Contact members by telephone, email, or mail, as appropriate.
Monitor and complete support requests for the department (Senior Dispute Specialist).
Act as backup support for employee queues and tasks (Senior Dispute Specialist).
Process issuer chargebacks on behalf of SAFE (Senior Dispute Specialist).
Identify and make recommendations to management for ways to improve the efficiency of dispute processing or reduce losses to SAFE (Senior Dispute Specialist).
Assistance with member escalations and/or complex member inquiries (Senior Dispute Specialist).
Act as a mentor for junior specialists by assisting with questions and/or training (Senior Dispute Specialist).
Assist with month end general ledger reconciliation (Senior Dispute Specialist).
Complete other duties, as assigned.