Dispute Resolution Specialist

## Dispute Resolution Specialist Apply:
Sandy, UT:
Full time:
Posted Today:
R20660#
** Please reference the schedule and minimum qualifications listed below before applying.
** If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at  option 1 or email  and every reasonable effort will be made to accommodate your needs in a timely manner.#
** Job Summary
** The Dispute Resolution Specialist plays a pivotal role in safeguarding the financial well-being of our members and protecting the credit union’s integrity. By providing exceptional service, this role ensures members and team members receive expert assistance in filing both fraud and non-fraud card-related claims. The specialist takes ownership of reviewing rebuttal documentation and compelling evidence provided by merchants, making informed decisions that directly impact members' financial security and peace of mind.

Through critical thinking and investigative expertise, they are accountable for resolving claims with precision and integrity, whether the claims are against or by members of the credit union.#
** Job Description
** To be effective, an individual must be able to perform each job duty successfully.
* Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
* Provide superior customer service to both internal and external customers via email and telephone, escalate complex concerns as directed
* Accurately and efficiently initiate card claims, and advises business partners in the same.
* Utilizes critical thinking to investigate complex card fraud, card disputes and ATM dispute cases in which members are victims or perpetrators.
* Own the outcomes and decisions of these investigations, recognizing their direct financial impact on the member experience and organizational trust
* Meticulously review rebuttal documentation and compelling evidence provided by merchants on card fraud claims, and respond effectively to ensure favorable recovery outcomes
* Gathers and documents critical evidence including transaction information, internal reports, online banking records, security footage, and other appropriate evidence
* Work closely with Fraud Data Analysts to communicate card fraud findings or issues, contributing to the improvement of card fraud rules and prevention strategies
* Interviews members, internal partners, and reviews filing phone calls to clarify affidavit statements, as needed
* Accurately and appropriately issue credits to members’ accounts, as directed
* Process technical and quality reviews to ensure accurate submission of all card claims, both fraud and non-fraud
* Processes all card claims submissions across multiple networks
* Promptly and appropriately logs complaints and  submits Unusual Activity Referrals (UAR’s) to the BSA Team
* Gathers and provides feedback on other business units in regard to all ATM, Card Fraud, and Non-Fraud Card disputes to Dispute Resolution Specialists III’s for training and coaching.
* Assists process improvement and surfaces ideas and feedback to management.
* Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
* Perform other duties as assigned.
** KNOWLEDGE, SKILLS, and ABILITIES
** The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable…