Dispute and E-Services Support Specialist

Status: Non-Exempt

Reports To: Support & E-Services Manager / Support & E-Services Department.

Level: Non-Management

The Dispute and E-Services Support Specialist is responsible for the investigation, processing, and resolution of member transaction disputes in accordance with all applicable regulations, network rules, and internal policies and procedures. This role serves as the subject matter expert in all aspects of member transaction disputes, delivering exceptional member service, ensuring compliance, and protecting the Credit Union from financial loss.

• Accurately process all fraud and merchant disputes, ensuring all required documentation/information is collected, reviewed, and properly processed in a timely manner, including review of chargebacks/representments received and pre-arbitration notifications. Ensure claims are processed according to all policies, procedures, and regulatory requirements.
• Analyze transaction details, supporting documentation, and account activity to determine dispute validity and appropriate resolution. Requires judgment to solve day-to-day problems within regulations and established guidelines.
• Investigate and resolve disputes by researching and monitoring cases while ensuring regulatory compliance is met.
• Provide members with information and direction regarding their dispute status, requests, payments, and rights and obligations associated with the dispute.
• Ensure compliance with applicable regulations including Regulation E, Regulation Z, Visa, Mastercard, network operating rules, and other applicable regulations.
• Assist in completing CUMIS bond claim filing for all eligible card related dispute losses in a timely manner.
• Prepare and maintain accurate dispute case files, correspondence, and documentation with required response and resolution time frames.
• Issue provisional credits and final credits/debits in accordance with regulatory requirements and established procedures.
• Communicate with staff, members, law enforcement, and court officials about dispute and fraud as needed.
• Review, monitor, and identify potential fraud trends and alerts, recommend fraud prevention measures to management to minimize potential losses.
• Maintain thorough knowledge of Mastercard/Visa rules and regulations, state and federal regulations, Regulation Z, and Regulation E, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe. Inform and recommend changes to management accordingly.
• Review Falcon card fraud alerts and assist members with the intake of new fraud disputes.
• Reconcile general ledgers related to fraud and disputes.
• Process Incoming/Outgoing Domestic and International wires, including wire recall requests.
• Assist with duties of team members of the Supports and E-Services Department as required, including but not limited to ACH and Share Draft processing tasks.
• All other duties as assigned or requested by Support & E-Services Manager.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required.
• Minimum of two (2) years of previous experience in a financial institution is required.
• Minimum of one (1) year of previous experience in card services, fraud investigations, chargebacks, or dispute resolution is preferred.
• Ability to use sound professional judgment to balance the interests of the Credit Union and member, understanding and using available resources to mitigate risks.
• Strong problem-solving and decision-making capabilities.
• Excellent attention to detail and accuracy.
• Strong analytical and investigative skills.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment. Must be able to routinely perform work on a computer for an average of 6-8 hours per day
• Basic math skills required.
• Ability to work independently or within a team to accomplish…