Card Dispute Specialist

PenFed Credit Union; Omaha (NE); On-site; USD 26,000 - 40,000; Full time

Job summary

PenFed Credit Union in Omaha, Nebraska is hiring a Hybrid Card Dispute Specialist to efficiently review and resolve credit, debit, and ATM card disputes. The role requires familiarity with PenFed's CRM (Salesforce) and dispute platforms Fiserv First Disputes, EASE and STAR Station.

The ideal candidate has at least two years in card disputes, strong communication, and the ability to multitask in a fast-paced office environment. Travel to other PenFed locations may be required.

Qualifications

• High School Diploma or equivalent required.
• Associate’s degree preferred.
• 2+ years of direct and detailed knowledge of credit, debit, and ATM card operations with exception processing.
• 2+ years of direct work in large card disputes or fraud chargeback operations.
• Effective verbal, written, and interpersonal communication skills.
• Proficient with Excel and Word; AI experience is a plus.

Responsibilities

• Review and process Credit, Debit, and ATM card dispute claims/chargebacks.
• Conduct investigations to resolve dispute cases.
• Meet or exceed case resolution and quality requirements.
• Maintain a daily case log and adhere to regulations and timelines.
• Assist on the dispute line with questions from MSR/BSR teams.
• Stay up-to-date with Regulation E and Z and internal PenFed policies.
• Provide high-quality service to internal and external partners.
• Notify management of compliance gaps or errors.

Skills

Verbal & written communication

Interpersonal skills

Multitasking in fast-paced environment

Excel & Word proficiency

AI experience

Education

High School Diploma or equivalent

Associate’s degree preferred

Tools

Salesforce

Fiserv First Disputes

EASE

STAR Station

Job description

PenFed is hiring a (Hybrid) Card Dispute Specialist at our Omaha, Nebraska Service Center. The incumbent must be proficient with the efficient review and accurate processing of credit, debit and ATM card transaction disputes and pre-arbitration chargebacks. They must also be proficient with working in PenFed’s case management CRM (Salesforce) and Fiserv’s First Disputes, EASE and STAR Station exception case management applications. The incumbent will maintain a daily card transaction dispute case log while performing other duties as assigned. Other duties will include but are not limited to getting a second opinion on complex and/or high dollar dispute cases, provide coverage for coworkers who are out of the office as well as assisting with card dispute case inquiries and escalations.

Equivalent combination of education and experience is considered.

• High School Diploma or equivalent combination of education, training and experience, required.
• Associate’s degree, preferred.
• Minimum of two (2) years of direct and detailed knowledge of credit, debit, and ATM payment card operations with a focus on exception processing and case management.
• Minimum of two (2) years of direct work experience in a large card disputes or fraud chargeback operations department.
• Effective verbal, written, and interpersonal communication skills.
• Skill in comprehending and analyzing data and identifying trends and drawing conclusions.
• Ability to make informed decisions.
• Ability to multitask in a fast-paced environment.
• Working knowledge of Microsoft Excel and Word.
• Team players who can work independently.
• Experience with AI preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to alternate PenFed locations as needed.

Pay TransparencyThe anticipated starting hourly range for this role is $18.56- $28.92This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.This position is eligible for an individual performance based annual bonus.

#LI-Hybrid

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Accurately and efficiently review and process Credit, Debit, and ATM card transaction dispute claims/chargebacks
• Conduct reasonable and logical investigation to resolve card transition dispute claims.
• Meet or exceed departmental daily case resolution and case quality requirements.
• Maintain a daily case log while meeting all Regulation E, Regulation Z and card/network scheme requirements and chargeback timelines
• Assist on the Card Dispute Assist line helping the MSR/BSR’s or Service and Support team with questions regarding existing or new card transaction dispute claims.
• Maintain thorough knowledge of credit, debit, and PIN operating procedures, be up to date and proficient with Regulation E and Regulation Z as well as with internal PenFed policies.
• Deliver high quality service to internal and external partners.
• Notify Manager of any compliance gaps or processing errors.