Visa Support Specialist II

OneAZ Credit Union•Phoenix, AZ

1d•Onsite

About The Position

Under general supervision, the Visa Support Specialist II handles back-office processes for disputes and other card-related tasks. The role initiates appropriate actions to resolve disputes, mitigate potential financial risk, use available resources, and minimize negative impacts to the member experience. The specialist follows established guidelines to meet Regulation E requirements and deadlines. This position is located at OneAZ Credit Union’s Corporate Office at 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027. The position also supports card-related operations, including member and internal inquiries, daily correspondence, incoming mail, credit-card reporting and refunds, fraud write-offs, software and process testing, and coordination with branches and the Security and Investigations team. The specialist protects confidential financial information and complies with applicable policies, laws, and regulations, including BSA, AML, the USA Patriot Act, and OFAC requirements.

Requirements

High school diploma or GED.
Three to five years of similar or related experience.
Experience in card processing, a call center, customer service, banking, or credit union operations.
Experience with 10-key and office-suite software, specifically Microsoft Outlook, Word, and Excel.
Strong working knowledge of Regulation E, Red Flags, and risk operations to minimize or eliminate potential losses to the Credit Union.
Strong verbal and written communication, phone etiquette, analytical, problem-solving, attention-to-detail, teamwork, and professionalism skills.
High degree of personal initiative, interpersonal skills, and judgment.
Ability to handle escalated calls and complex member conversations with empathy and a positive member experience whenever possible.
Ability to work independently, with or without specific procedures.
Ability to work in a fast-paced environment and multitask.
Ability to protect the confidentiality of financial data related to Credit Union operations and members.
Ability to assess risk and make decisions related to disputes and fraud claims.
Expert knowledge of policies and procedures related to card products.
Compliance with applicable policies, laws, and regulations, including BSA, AML, the USA Patriot Act, and OFAC.

Nice To Haves

Associate’s degree preferred.
Familiarity with Regulation E and dispute-tracking systems preferred.
A combination of education and experience may be considered.

Responsibilities

Review and process debit-card fraud and non-fraud disputes in compliance with Regulation E timeframes.
Analyze dispute claims as needed to identify patterns and validate claims.
Inspect member-submitted dispute documentation for accuracy and completeness.
Conduct follow-up calls with members regarding fraud and dispute applications.
Notify the manager when a high-risk merchant or fraud pattern is detected.
Answer internal and external calls about Visa debit-card disputes and other card-related processes.
Print and review daily letters and deliver them to the mailroom.
Monitor the help desk and email inbox, and handle and process incoming mail.
Research addresses on credit-card statements and re-mail statements as needed.
Support Cards on the Spot (COTS) processes for branches.
Support testing of software upgrades, process changes, and system changes.
Review and audit credit-card reports.
Process the credit-balance refund report.
Process and research credit-card fraud write-offs.
Partner with the Security and Investigations team when criminal or fraudulent activity is identified.
Protect confidential financial information and comply with applicable policies, laws, and regulations.