Dispute Specialist

Department: Card Services

Grade: 8

Reports To: Director of Card Services

Classification: Non-Exempt

Role:

The Dispute Specialist is responsible for the timely and accurate processing of card related merchant and fraud disputes. The Specialist will use excellent service skills when providing telephone support to our retail staff and members. Responsibilities includes performing routine quality control reviews as needed and posting debit and credit card activity to the general ledger.

Essential Functions & Responsibilities:

E 70% Completes the entire dispute process in accordance to all regulations and internal processes. Validates all assigned documentation for accuracy. Initiates merchant and fraudulent disputed card transactions with card processor. Records provisional credit according to regulations (Reg E). Reviews disputes daily for maintenance on existing and new disputes. Post general ledger entries for fraud and dispute claims. Completes daily reconciliation of related general ledger accounts.

E 15% Backups the Card Services Specialist I by logging into the Card Services phone queue and chat channel to provide staff with information and direction regarding member requests.

E 10% Obtains all returned cards via dual control. Completes the appropriate process to deliver or destroy the returned cards.

N 5% Performs all other duties as assigned.

Performance Measurements: 

1. Maintains confidentiality in all situations.

2. Maintains a professional work environment and business appearance.

3. Works as a team member.

4. Insures the department meets all deadlines with minimal errors and no errors that result in financial loss to the credit union.

5. Demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.

Education

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Proficient in Microsoft Word and Excel, Outlook, 10 key calculator, type 45 WPM, strong communication skills, verbal and writing.

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. Specific vision abilities required to this job include close vision and ability to adjust focus.

Work Environment

Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.