Member Dispute Resolution Specialist
Job Posting for Member Dispute Resolution Specialist at Truliant Federal Credit Union
Job Description:
Purpose of the Job
The Member Dispute Resolution Specialist provides improvement to the member experience related to initiating and resolving transaction disputes. The primary focus for the Member Dispute Resolution Specialist is to provide a high level of service to members when they experience the need to dispute a fraudulent or unauthorized transaction. These transactions include but are not limited to ATM, Debit, ACH, EFT, Check Clearing and Wire transactions.
Essential Functions and Responsibilities
- Processes member dispute claims as outlined in department SLAs.
- Educates staff and members on the various dispute processes and requirements.
- Uses investigative techniques to research validity of dispute claims to determine nature and cause of disputes.
- Provides timely and, if necessary, continual, communication with the member throughout the dispute process.
- Works with members and other internal departments to obtain any required documentation for chargeback processing.
- Completes daily Activities, KBOX, email, fax and phone requests received from other internal departments.
- Monitors and maintains report logs as requested from the Supervisor of Member Dispute Resolution Services.
- Remains current with new and revised operational procedures and regulatory guides to assure overall efficiency, control and compliance with policy.
- Advocates for the member when appropriate and make sound judgement calls and decisions regarding the issuance of provisional credit.
- Performs transactions in member accounts and general ledgers.
Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must have knowledge of Credit Union operations, products, services, and processes
- Must have, or obtain, knowledge of ACH NACHA and Check 21 processing rules and regulations as it pertains to exception and return items processing
- Must have, or obtain, knowledge of domestic and international wire transfer rules and regulations
- Must have, or obtain, knowledge of ATM technology and processes
- Must have strong interpersonal and communication skills
- Must be well organized, and detail oriented
- Analytical and problem solving skills required
- Must be able to work in a general office environment
- Must be flexible and able to shift resources and priorities as required
- Should possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Occasional standing, walking, bending, and stooping required
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Education and Background:
- Bachelor’s degree, Associate’s degree or 2 years equivalent work experience preferred
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Salary.com Estimation for Member Dispute Resolution Specialist in Salem, NC
$77,411 to $106,578
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