Card Services and Dispute Specialist

Heritage Federal Credit Union, LLC; Northern (KY); Hybrid; USD 52,000 - 62,000; Full time

Job summary

Heritage Federal Credit Union is seeking a Card Services & Dispute Specialist to manage disputes across Card Services, Digital Banking, and Deposit Operations, ensuring timely and compliant resolutions for members and internal teams.

The role requires attention to detail, ability to analyze card-related data, and strong interpersonal skills to support branches and respond to inquiries about card products and services.

Qualifications

• High school diploma or equivalent; a bachelor’s degree in business, finance, or related discipline is advantageous but not required.
• Basic knowledge of card practices and policies.
• Intermediate Excel and Word knowledge.
• Previous experience with dispute processing and card processing is preferred but not required.

Responsibilities

• Accurately process dispute types in compliance with applicable regulations and network rules (e.g., Visa, Accel, Regulation E, NACHA), including debit and credit card transactions, ATM transactions, ACH entries, Zelle payments.
• Perform general ledger reconciliations related to dispute activity.
• Execute daily card maintenance in core banking and card systems (e.g., Fiserv, ARCOT, Visa).
• Process service events and requests related to card accounts.
• Support retail branches with card issuance logistics and inventory orders.
• Review and correct card creation data submitted by branches.
• Verify and reconcile plastic card orders and shipments.
• Complete Instant Issue reports and balance reconciliations.
• Monitor and respond to fraud alerts per established procedures to minimize member and institutional losses.
• Provide operational assistance to Deposit Operations as needed.
• Respond to inquiries from members and staff related to card products and services.

Skills

Critical Thinking

Detail oriented

Good interpersonal skills

Education

High school diploma

Bachelor's in business/finance (advantageous)

Tools

Excel

Word

Job description

Heritage Federal Credit Union, recognized by American Banker as one of the Best Credit Unions to Work For, is growing thanks to our focus on helping our members and community. At Heritage, we foster a dynamic and collaborative environment where your contributions truly make a difference. We are searching for a Card Services & Dispute Specialist to join our amazing team!

The Card Services & Dispute Specialist plays a vital role in managing disputes across Card Services, Digital Banking, and Deposit Operations, ensuring timely, compliant, and member-focused resolutions. The Card Services & Dispute Specialist is expected to provide exceptional service to both internal teams and external members, maintaining professionalism, accuracy, and efficiency in every interaction.

What you’ll do:

• Accurately process dispute types in compliance with applicable regulations and network rules (e.g., Visa, Accel, Regulation E, NACHA), including: debit and credit card transactions, ATM transactions, ACH entries, Zelle® payments
• Perform general ledger reconciliations related to dispute activity.
• Execute daily card maintenance in core banking and card systems (e.g., Fiserv, ARCOT, Visa).
• Process service events and requests related to card accounts.
• Support retail branches with card issuance logistics and inventory orders.
• Review and correct card creation data submitted by branches.
• Verify and reconcile plastic card orders and shipments.
• Complete Instant Issue reports and balance reconciliations.
• Monitor and respond to fraud alerts per established procedures to minimize member and institutional losses
• Provide operational assistance to Deposit Operations as needed
• Respond to inquiries from members and staff related to card products and services.

Qualifications/Experience Required:

• High school graduate or equivalent. A bachelor’s degree in business, finance, or related discipline is advantageous but not required.
• Basic knowledge of card practices and policies.
• Intermediate Excel and Word knowledge.
• Previous experience with dispute processing and card processing is preferred but not required.
• Detail oriented
• Critical Thinking skills
• Good interpersonal skills

About Heritage Federal Credit Union

Heritage Federal Credit Union is a full-service financial institution with over $1 billion in assets and serves more than 65,000+ members in Gibson, Posey, Warrick, Vanderburgh, Daviess, Knox, Spencer, Pike, Perry, Crawford, Clark, Floyd, or Harrison Counties in Indiana; or Henderson, Daviess, Hopkins, Hancock, Ohio, McLean, Webster, Union, or Crittenden Counties in Kentucky; or Lawrence, Wabash, White, Gallatin or Hardin Counties in Illinois. As a nonprofit, credit unions provide low-cost financial services to their members and are mission driven. Founded in 1965, Heritage Federal is committed to improving daily lives of those we live and work with, providing members the best financial products and services, and giving back to the local communities through donations, sponsorships, and volunteerism. More information regarding Heritage Federal Credit Union can be located at heritagefederal.org.

EOE