Dispute Analyst I (2nd Shift)

Space Coast Credit Union (SCCU), the 3rd largest state charted credit union in Florida, is looking for an Dispute Analyst I (2nd Shift)  to join our ONESCCU team at our Melbourne Headquarter! SCCU has been in business for over 70 years, has over 8 billion dollars in assets and WE ARE GROWING!

Our Members are our top priority and we stand behind our Brand Promise: Honest People, Trusted Products, Time Valued. We offer a rich benefits package and career advancement opportunities.

Sccu Team Member Benefits:

• ONESCCU annual bonus available!
• Medical, Dental & Vision Insurance
• HSA (Health Savings Account) with SCCU matching contribution
• SCCU Paid Long Term and Short Term Disability coverage
• SCCU Paid Term Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off
• 401(K) Pre-Tax Savings Plan with SCCU match- 100% of the first 5% of employee contributions
• Tuition Reimbursement Program after 1 year of service
• Hybrid Work Schedule with 2 days in office required

SCCU Team Member financial discounts & perks (save money every month!):

• Loan Discounts - Mortgage, 2nd Mortgage, Auto, Motorcycle, Boat, etc. / GAP coverage at half price
• Fixed low rate credit card- 5.99%, if approved
• FREE Identify Theft Protection!
• No fee SCCU accounts

Position Summary

The Dispute Analyst I assist in the end-to-end review, processing, and resolution of fraud and merchant disputes across Space Coast Credit Union's debit and credit card portfolios. Primary duties include responding to member inquiries, identifying and preventing fraudulent activity, interpreting and applying dispute resolution regulations and guidelines, reviewing documentation, processing reports, reconciling accounts, and executing other vital tasks that contribute to the efficiency and success of our card programs.

Dispute Analyst I Salary Range

• $20.92 - $22.28

Dispute Analyst I Duties and Responsibilities

• Reviews, processes, and decisions debit and credit card fraud and merchant disputes, including ATM transactions, submitted to the Card Services department through various workflows; ranging from novice to intermediate complexity levels.
• Collaborates with Dispute Analyst II and/or leadership to discuss challenged claims via representment to review any new evidence to assess its validity and resolve the claim or counterchallenge the presentment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process.
• Articulates and disseminates processing requirements for the various fraud dispute and merchant dispute types, reasons, categories, and documentation needed to effectively and correctly process claims timely in accordance with Visa Operating Rules and Visa Claims Resolution guidelines.
• Acts as a service matter expert for team member/member claim inquiries through all expected communication channels by providing clear, empathetic, and professional support.
• Maintains complete knowledge of Visa chargeback and compliance rules along with Reg E, Reg Z and other card networks used by SCCU.
• Exercises critical thinking skills to decision and take appropriate action(s) on member disputes.
• Exemplifies the skillset and ability to identify and monitor suspicious fraud, merchant, and/or account level behaviors or activities and communicate these observations to the next-level leader(s) timely.
• Contacts cardholders who have submitted disputes when necessary to ensure all necessary steps have been taken to proceed with a dispute.
• Collects supporting documentation to assist team members to complete non-fraud disputes without additional member follow- up and reviews supporting documentation accordingly.
• Comprehends the established department SLAs and communicates with next-level leader(s) in the event of SLA and/or regulation timeline concerns.
• Collaborates with the Card Services team and leadership to proactively meet deadlines and goals effectively, efficiently, and with minimal follow-up.
• Recommends process improvement opportunities by continuously seeking ways to improve the dispute resolution process, aiming for increased efficiency and overall member service.

Dispute Analyst I Minimum Qualifications

• 1 to 3 years of prior experience in credit and debit card services or a similar field required.
• Fraud disputes and/or merchant disputes processing preferred.
• Completion of Visa’s Introduction to Dispute Resolution or equivalent preferred
• Proficient understanding of Visa Operating Rules and Visa Claims Resolution guidelines required.
• High school diploma or equivalent required.

Hours

• Must be available M – F 10:00 am - 7:00 pm, Rotating Saturday 9am - 3pm.