Dispute Operations Representative

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 400,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.
• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.

Provides intake, processing, and finalization of all card and payment disputes. Investigates disputed transactions, communicates with members, and adheres to regulatory requirements and internal policies. Ensures timely and accurate resolution while providing exceptional member service.

• Communicates clearly and professionally with members regarding the status and outcome of their disputes. Ensures a high level of member satisfaction by addressing concerns and questions promptly.
• Investigates and resolves disputes, including debit card transactions, credit card transactions, ACH transfers, and other electronic fund transfer issues. Gathers necessary documentation and evidence from members and relevant parties.
• Reviews, investigates, and processes fraud and non-fraud dispute claims and adjustments, following applicable network compliance rules and federal regulations.
• Ensures all dispute resolution activities comply with relevant regulations, including Regulation E and NACHA rules. Maintains an up-to-date knowledge and understanding of changes in regulations and industry best practices.
• Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions. Prepares and submits required reports to management and regulatory bodies as needed.
• Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate the resolution of disputes and improve overall member experience.
• Provides impeccable service to internal and external members by phone, in Customer Relationship Management cases, through Online Banking messaging, and by email.
• Participates in continued education in accordance with applicable federal, state, and industry laws, regulations, and guidelines.

• Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.
• Visa Dispute or AAP certification, preferred

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and…