Dispute and E-Services Support Specialist I

Description

Status: Non-Exempt

Reports To: Support & E-Services Manager / Support & E-Services Department. 

Level:  Non-Management 

Job Summary:

The Dispute and E-Services Support Specialist is responsible for the investigation, processing, and resolution of member transaction disputes in accordance with all applicable regulations, network rules, and internal policies and procedures. This role serves as the subject matter expert in all aspects of member transaction disputes, delivering exceptional member service, ensuring compliance, and protecting the Credit Union from financial loss. 

Essential Job Functions:

• Accurately process all fraud and merchant disputes, ensuring all required documentation/information is collected, reviewed, and properly processed in a timely manner, including review of chargebacks/representments received and pre-arbitration notifications. Ensure claims are processed according to all policies, procedures, and regulatory requirements.
• Analyze transaction details, supporting documentation, and account activity to determine dispute validity and appropriate resolution. Requires judgment to solve day-to-day problems within regulations and established guidelines.
• Investigate and resolve disputes by researching and monitoring cases while ensuring regulatory compliance is met. 
• Provide members with information and direction regarding their dispute status, requests, payments, and rights and obligations associated with the dispute. 
• Ensure compliance with applicable regulations including Regulation E, Regulation Z, Visa, Mastercard, network operating rules, and other applicable regulations.
• Assist in completing CUMIS bond claim filing for all eligible card related dispute losses in a timely manner.
• Prepare and maintain accurate dispute case files, correspondence, and documentation with required response and resolution timeframes.
• Issue provisional credits and final credits/debits in accordance with regulatory requirements and established procedures.
• Communicate with staff, members, law enforcement, and court officials about dispute and fraud as needed.
• Review, monitor, and identify potential fraud trends and alerts, recommend fraud prevention measures to management to minimize potential losses. 
• Maintain thorough knowledge of Mastercard/Visa rules and regulations, state and federal regulations, Regulation Z, and Regulation E, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe. Inform and recommend changes to management accordingly. 
• Review Falcon card fraud alerts and assist members with the intake of new fraud disputes.
• Reconcile general ledgers related to fraud and disputes.
• Process Incoming/Outgoing Domestic and International wires, including wire recall requests.
• Assist with duties of team members of the Supports and E-Services Department as required, including but not limited to ACH and Share Draft processing tasks. 
• All other duties as assigned or requested by Support & E-Services Manager.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Requirements

 To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• High school diploma or equivalent required.
• Minimum of two (2) years of previous experience in a financial institution is required.
• Minimum of one (1) year of previous experience in card services, fraud investigations, chargebacks, or dispute resolution is preferred. 
• Ability to use sound professional judgment to balance the interests of the Credit Union and member, understanding and using available resources to mitigate risks.
• Strong problem-solving and decision-making capabilities.
• Excellent attention to detail and accuracy.
• Strong analytical and investigative skills. 
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment.  Must be able to routinely perform work on      a computer for an average of 6-8 hours per day
• Basic math skills required.
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
• Ability to read, analyze, and interpret procedures, or governmental regulations. 
• Ability to write business correspondence.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be capable of regular, reliable and timely attendance.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
• Must complete compliance training to ensure adherence to legal and regulatory requirements, including security awareness and BSA training.
• Must be bondable.

Physical Demands and Work Environment:

The physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals, keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours or travel off site whenever required or requested by management.  Must be capable of regular, reliable, and timely attendance. The employee is frequently required to talk or hear, walk, reach with hands and arms; and stoop, or kneel. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

The employee must be able to perform job functions with supervision and work effectively either on their own or as part of a team. Must be able to read and conduct various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively manage multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.