Dispute Resolution Specialist , II, III, Senior

Job Title

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.

Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.

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.

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 time frames, 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.

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

Dispute Resolution Specialist II (Category 13) requires one year tenure in the Dispute Resolution Specialist I (Category 14) position with performance that meets or exceeds expectations. Dispute Resolution Specialist III (Category 12) requires one year tenure in the Dispute Resolution Specialist II (Category 13) position with performance that meets or exceeds expectations. Senior Dispute Resolution Specialist (Category 11) requires one year tenure in the Dispute Resolution Specialist III (Category 12) position with performance that meet or exceeds expectations.

Directly related work experience and/or accelerated training completion may be substituted for tenure.

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 11

$57,484 - $90,230 annually

Salary Pay Range: 12

$53,226 - $81,405 annually

Salary Pay Range: 13

$49,284 - $73,391 annually

Salary Pay Range: 14

$45,633 - $66,624 annually

• 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

Equal Opportunity Employer