Debit Card Dispute Resolution Specialist I

Overview

To review, process and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases to other financial institutions through Visa/Mastercard. Respond to escalated member inquiries from Contact Center and Branch personnel. Resolve member disputes directly with merchants. Assist members by reviewing and understanding documentation provided by members and merchants regarding contracts, contract estimates and terms and conditions. Remain alert and informed of threats to account security, counterfeit operations and stolen cards.

Resolve basic and routine issues. Works under direct supervision.

• Review, process and resolve routine Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Navy Federal policies and procedures
• Research moderately complex adjustments and compile documentation from financial institutions, processors and acquirers to construct cases to be filed against these organizations
• Request information and documentation to clarify details or resolve routine dispute cases within mandated time frames and regulations
• Make decisions and recommendations within authorized monetary limits
• Document, track, monitor arbitration and compliance in routine cases for progress to prevent or minimize financial loss to members and/or Navy Federal
• Keep cognizant areas informed of status and actions taken on accounts
• Ensure general ledger entries for each case are properly balanced at the end of each month
• Research and complete assigned complex claims by reviewing Dispute Case Management Systems, Visa Database, eClient, eFax, Right Now, OnDemand and Online Communication database
• Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
• Research, review and provide basic analysis of members' claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resubmit corrections for balancing the general ledger
• Review moderately complex posted/unposted transactions and research account history/card activity to credit back invalid charges to member accounts or to chargeback transactions to financial institutions, processors and acquirers
• Complete basic/routine account investigations and respond to actions generated by other financial institutions such as good faith collections, pre-arbitration/pre-compliance cases, chargebacks and representments
• Scan chargeback documentation into system, record account actions and case development
• Resolve routine claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issues
• Initiate and/or respond to communications with members, vendors, and other financial institutions
• Stay informed of business environment, financial services and associated trends to ensure competitive business conditions and newest developments are incorporated
• Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Manage and adhere to Regulatory Guidelines and Consumer Protection requirements
• Provide guidance to and assist in training new Level I specialists
• Perform other duties as assigned

• Familiarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures, and systems
• Exposure to accounting, research, or auditing techniques and methods, in a financial institution
• Experience in assimilating information, analyzing facts, and developing logical conclusions
• Experience in financial transaction/processing related responsibilities
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Working knowledge of compliance and regulations related to debit card dispute claims
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Experience in to working in a high volume, fast paced environment
• Effective member/customer service skills
• Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Effective skill navigating multiple screens and PC applications and adapting to new technologies
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill interacting tactfully and effectively in difficult situations
• Basic database and presentation software skills
• Effective organizational, planning and time management skills
• Basic research, analytical, and problem solving skills
• Effective verbal and written communication skills

• Working knowledge of NFCU credit/debit card products, services, processes, procedures and related dispute/fraud
• Familiarity with debit card operations and dispute regulations
• Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives

• Monday - Friday, 8:00AM - 4:30PM

• 5510 Heritage Oaks Drive, Pensacola, FL 32526

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