Card Dispute Representative

Home Office
9990 Park Meadows Dr
Lone Tree, CO 80124, USA

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.

At Canvas, we’re dedicated to transforming financial services from the inside out. Our culture is a top priority and second to none. We strive to balance hard work and high achievement with a fun, supportive environment.

At Canvas, there are 5 behaviors we live by each day that will continue to help us be known for our heart and our people:

The Card Dispute Representative is responsible for ensuring the financial well-being of Canvas members by protecting their financial safety and security. The position professionally assists internal team members and external credit union members with researching and processing complex fraudulent Debit and Credit Card Disputes following Regulation E and Z. They collaborate with team members to ensure Card Disputes are completed timely and accurately for all cases filed within the department.

They are responsible for providing superior service to internal and external members and promoting member relationships that exceed expectations.

• 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.
• Maintain general ledgers associated with the debit and credit card adjustments.
• Strive for full recovery of Fraud Disputes in a timely manner.
• Assist on special projects related to card fraud.
• Consistently meet department quality, service and production standards that promote member satisfaction, retention and expansion.
• Exhibit support for the organization’s goals, values, initiatives and cost control.
• Comply with Bank Secrecy Act (BSA) and other compliance requests and requirements.
• Follow all safety and security guidelines to properly safeguard member and organization assets.
• Maintain up-to-date and accurate filing system.
• Embrace ongoing education and learn/apply new skills and software applications.
• Regular attendance and punctuality are essential functions of the job
• Perform other job duties as assigned.

Knowledge, Skill and Ability:

• 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.
• Efficient organizational and time management skills with ability to work independently and manage multiple priorities with tight deadlines.
• Proficient in MS Office (Outlook, Excel, Word and PowerPoint).
• Ability to maintain confidence.
• Pre-employment background review (components include criminal, employment, address, social security number, motor vehicle record, global sanctions, and sex offender).

Education or Formal Training:
High school diploma or GED

Experience:

Minimum of two years of experience in a similar position at a financial institution, preferably in a credit union environment.

To be considered, you must be meeting performance expectations, consistently demonstrating HEART behaviors, and must submit an up-to-date resume or update your Work History profile with your current responsibilities and accomplishments.

This position has a starting pay range of $22.49-$28.11 hourly, and final pay rate will be determined based on experience, education, skills, and internal equity factors. Canvas benefits include:

• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Paid Wellness Day
• Flexible Spending Account
• Health Savings Account
• World Class 401(k) Plan
• Tuition Reimbursement
• Rate Discounts on Qualifying Loans
• May be eligible for incentives or discretionary bonus based on results