Card Dispute Consultant

Arizona Federal Credit Union; Phoenix, Northern (AZ, KY); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Arizona Federal Credit Union is seeking a Disputes Specialist to support cardholder disputes and chargeback processing. The role involves determining chargeback eligibility under Visa and other networks, collecting documentation, and coordinating with specialists to submit disputes efficiently.

The position requires knowledge of Visa regulations, strong Excel and banking system literacy, and the ability to communicate clearly with members to update them on outcomes within regulatory timelines.

Qualifications

• High School diploma or GED with 3 years of financial institution experience or 1 year front-line experience.
• Knowledge of Visa rules and network requirements; regulatory awareness.
• Proficiency with Excel, Outlook and basic banking systems; strong communication skills.

Responsibilities

• Assist cardholders with initiating disputes and determine chargeback rights.
• Collect documentation and coordinate with Card and Payment Specialists.
• Update members on results of claims and maintain regulatory timelines.
• Make outreach calls to ensure steps for disputes are completed.
• Assign cases to appropriate queues for chargeback processing.
• Provide admin support including posting provisional credits and notices.

Skills

Excel

Internet Explorer

Outlook

Communication

Education

High School Diploma or GED

Tools

Visa Resolve Online (VROL)

Job description

Description

Job Summary Overview

The position is responsible for assisting cardholders with the initiation of their card disputes, determines if we have chargeback rights based upon Visa and other network (COOP, PULSE, MAP) regulations.

Essential Job Functions

• For disputes with chargeback rights, collecting necessary documentation required to allow Card and Payment Specialists to submit dispute without follow-up with member.
• Reviews risk and potential fraud losses which may include interviewing members who file suspicious fraud claims.
• Maintains a level of knowledge that will allow you to identify and provide one and done service on applicable card disputes calls.
• Responsibility to update the member with the results if the claim is denied.
• Makes outgoing calls to cardholders who have submitted disputes online 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.
• Assigns cases to appropriate queues for chargeback processing.
• Assists in processing chargebacks for cardholders with fraudulent charges on their debit cards.
• Provides administrative support as needed (within regulation timelines) of communicating with the member and posting provisional credits, reversals, reward points, interest, and member notifications, and ensure posting of provisional credits are within regulated timeframes.
• Reviews all represented claims that come back from merchant banks, while staying in regulation timelines.
• Seeks clarification from the member, bank and/or investigate needed documentation to file compliance, pre-arbitration, arbitration or deny and reversal from the member.
• Maintains complete knowledge of Visa chargeback and compliance rules along with the chargeback regulations of the other card networks used by AFCU.
• Maintains knowledge of all Federal Regulations which apply to card use and cardholder disputes.
• Performs other job-related duties as assigned.

Requirements

Position Required Qualifications

Minimum Education and Experience

High School diploma or general education degree (GED), and three (3) years of relevant financial institution experience or one (1) year of front-line experience with Arizona Financial.

Knowledge, Skills, and Abilities

Proficient in Microsoft Excel, Internet Explorer & Outlook. Current knowledge of Visa rules and network requirements, as well as regulations E and Z. Ability to learn and adapt to new internal software systems. Ability to identify problems, process resolution and implement action or solutions timely. Ability to function effectively in a fast paced, team-oriented work environment. Ability to meet deadlines; prioritize workloads and handle multiple tasks. Excellent verbal and written communication skills. Ability to perform general math skills, including accurately calculating debits and credits.

Licenses, Training, and Certifications Required

None.

Preferred Qualifications

Experience with Visa Resolve Online, VROL.

Hybrid Work Environment and Physical Demands

• Occasionally required to stand, walk, stoop, kneel, crouch or crawl.
• Frequently required to sit; use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• The noise level in the work environment is moderate with ringing phones, printers, and foot traffic.

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.