Dispute Resolution Specialist I, II, III, Senior

Overview:

Functions Supervised: None

Primary Functions: Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.

Duties and Responsibilities:

1. Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
2. Develop a working knowledge of card and ACH dispute processes and systems.
3. Develop and maintain a current working knowledge of Regulations E, Z and CC as well as Visa and NACHA operating rules and Credit Union policies and procedures.
4. Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
5. Evaluate cases for and provide provisional credit within established limits, as applicable.
6. Research and provide evidence to members to validate unrecognized transactions.
7. Conduct merchant conference calls to resolve product and service problems.
8. Effectively communicate with members to validate information, research cases, and obtain documentation.
9. Respond to inbound and place outbound calls for case creation and member follow-up.
10. Report disputed transactions for possible fraudulent activity and/or trends.
11. Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
12. Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
13. Assist with completing daily reports and MRMS requests.
14. Perform other duties as assigned.

Qualifications:

Creditable Experience in Lieu of Education: Not Applicable

One year of previous experience in a similar position or in financial operations is preferred.

Senior Dispute Resolution Specialist, category 11 requires one year tenure in the Dispute Resolution Specialist III category 12 position with performance that meet or exceeds expectations. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Compensation:

Salary Pay Range:

• Dispute Resolution Specialist I (Category 14): $45,633 - $66,624 annually
• Dispute Resolution Specialist II (Category 13): $49,284 - $73,391 annually
• Dispute Resolution Specialist III (Category 12): $53,226 - $81,405 annually
• Senior Dispute Resolution Specialist (Category 11): $57,484 - $90,230 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

Benefits:

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer