Chargeback Specialist

Chargeback Specialist at Redstone Federal Credit Union

Processes debit card fraud claims while maintaining member confidence and protecting the Credit Union from loss. Accurately documents and processes claims and chargebacks, interacts with members to assist with debit card disputes, and facilitates the resolution process. Maintains accurate records of chargeback cases, actions taken, and outcomes.

• Documents and processes chargebacks on debit fraud transactions, verifying accuracy and completeness, gathering documentation, performing research, scanning and filing documents.
• Communicates with members on debit fraud transactions, gathering required information, performing research, and providing status updates.
• Performs specialized data entry, prepares standard materials and reports, updates computer records, and processes standard forms related to fraud disputes.
• Stays abreast of all plastic card industry codes and standards, VISA regulations, and all applicable local, state, federal and NCUA laws.
• Maintains records of all work performed, recommends process improvements, and handles member questions and complaints through phone, correspondence, and follow-up.
• Provides information and assistance to other departments with debit or credit card disputes and serves as an intermediary between cardholder and merchant for disputes.
• Works new fraud debit card cases in a timely manner to stay within compliance, ensuring Visa resolution time frames and processes are followed for each claim.
• Pulls documents to gather information from the merchant regarding their rebuttal to the dispute and ensures timely response.
• Works a queue to ensure that cases are combined for any same card number, and prevents provisional credit from being issued twice.

Company Wide Expectations

• Maintains a professional image and demeanor, consistently demonstrating Credit Union RISE Values.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes required regulatory and compliance training and maintains required knowledge.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned.

Education / Experience

Minimum Qualifications:

• High School Diploma or GED - Required
• 2 Years Financial Services Industry Experience - Required
• Experience in card and/or fraud investigations - Required

Skills & Abilities:

• Effective customer service practices and processes to meet quality service standards.
• Knowledge of Credit Union products, services and regulatory compliance requirements.
• Logical reasoning and problem solving.
• Professional communication and active listening.
• Correct English, spelling, grammar, punctuation.
• Computer proficiency and business software use.
• Ability to follow written and oral instructions.
• Prioritizing and managing time effectively.

Physical Demands

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

Work Environment

• General office environment in a financial services facility.

Equal Employment Opportunity – Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or disability. All qualified applicants will not be discriminated against based on disability.

We are proud to be a Drug‑Free and Tobacco‑Free Workplace.