Debit Dispute Analyst

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Purpose

Provide support to members by processing non-fraud disputes within various applications.

DIMENSIONS
Contact with members, branch, Member Services Support Center, operations employees, and third-party resources via phone, mail, and email. 

Essential Functions & Responsibilities

• Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
• Resolves routine and moderately complex member disputes, processes the issuance and reversal of provisional credit, and issuance of permanent credit to member accounts as needed.
• Processes disputes through Visa DPS when applicable.
• Document the results of the case in the appropriate case management system.
• Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.
• Analyzes and assesses incidents or cases that may be complex and require knowledge of several different products or account types.
• Resolve cardholder liability based on the results of a reasonable investigation.
• Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
• Review and respond to cardholder inquiries relating to the status of an existing claim.
• Answer incoming phone calls and emails from branch, Member Service Support Center, and operations personnel seeking assistance with card non-fraud related topics. 
• Monitor and assist in the reconciliation of general ledgers to minimize potential loss for the credit union.
• Stay current with industry trends and business enhancements.

Requirements

• Basic knowledge of card brand dispute management rules and the chargeback cycle.
• Basic knowledge of Banking Regulations to include Reg E, as well as UDAP and all applicable financial regulations.
• Possesses strong verbal and written communication skills.
• Demonstrates excellent analytical and quantitative skills, problem solving, and organizational skills.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• Attention to detail and the ability to work independently in a fast-paced environment.
• Experience in customer service or quality assurance preferred

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• EDUCATION    
• •    High School Diploma or GED required    
• •    Bachelor’s Degree, Associates Degree in a related field, or equivalent

combination and/or experience preferred.

• JOB ENVIRONMENT    
• Office setting with physical proximity to other employees. Some background noise from other employees, copy machine, and telephone. Option to work

remotely on a hybrid schedule may be available upon completion of training and at management’s discretion.

• PHYSICAL DEMANDS    
• Must be able to complete the physical requirements listed below with or without a reasonable accommodation:    
• •    Must be able to comprehend and carry out verbal and written instructions. 
• •    Job requires a substantial amount of sitting.
• •    Use hands and fingers to press keys on a computer keyboard to enter or
• retrieve information.
• •    Use hands and fingers to press telephone keypad.
• •    Must be able to comprehend phone calls.
• •    Must be able to lift 5 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.