Card Dispute Representative

About the Role

We’re passionate about transforming financial services. Our members, families, and the communities we call home motivate everything we do. As part of the credit union movement, we believe in providing our members with education, support, and guidance to build strong financial futures.

Responsibilities

• Take inbound calls to assist internal team members and external credit union members with researching, processing, and resolving complex Credit and Debit Card Disputes by applying Reg E, Reg Z, and Card Network Rules.
• Make outbound calls to members to understand member’s Card Dispute situation, request additional documentation from members when required, and complete dispute forms if necessary.
• Submit completed Fraud/Other Card Dispute forms to the card processor accurately and timely.
• Review chargeback and arbitration documents pertaining to card fraud cases in a timely and accurate manner and if required, contact the cardholder.
• Act as a liaison with Card Processor vendors regarding Card Dispute resolution and chargebacks.
• Make independent judgments and post transactions regarding member accounts with a focus on elimination of errors, adhering to legal and regulatory restrictions and credit union policies and procedures.

Requirements

• Bilingual verbal and written communication skills in both English and Spanish is a plus.
• Thorough understanding of the card payment ecosystem and how Regulation E, Regulation Z, Regulation CC, and Card Network rules apply to Card Disputes.
• Ability to handle difficult conversations with members about fraud and cards.
• Professional, courteous, and effective verbal and written communication skills.
• Strong relationship building, customer service and teamwork skills.
• Excellent attention to detail, problem solving and decision-making skills.

Benefits

• Medical/Dental/Vision Insurance
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Paid Wellness Day
• Paid Volunteer Time
• Flexible Spending Account
• Health Savings Account