Dispute Operations Representative

Langley Federal Credit Union; Newport News (VA); Hybrid; USD 24,000 - 30,000; Full time

Benefits offered by this job

Service Champion

Langley Ambassadors

Agile in Action

Team Driven

Continuous Learners

Job summary

Langley Federal Credit Union is hiring a Full Time Dispute Operations Representative to work in a Hybrid role from Newport News, VA. The position handles intake, processing, and finalization of card and payment disputes, investigating transactions and ensuring regulatory compliance while delivering excellent member service.

Essential duties include communicating with members, gathering documentation, and coordinating with related departments to resolve disputes accurately and timely.

Qualifications

• Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.
• Visa Dispute or AAP certification, preferred

Responsibilities

• Communicates status and outcomes of disputes to members, ensuring high customer satisfaction.
• Investigates and resolves disputes including debit/credit card transactions, ACH transfers, and EFT issues.
• Gathers documentation and evidence from members and relevant parties for investigations.
• Ensures compliance with regulations (Reg E, NACHA) and internal policies in dispute handling.
• Maintains detailed records of cases and prepares required reports for management and regulatory bodies.
• Collaborates with Branch Services, Fraud & BSA, and Accounting to improve resolution processes.
• Provides service to members via phone, Online Banking, and email.

Skills

Financial institution dispute exposure

Visa Dispute or AAP certification

Job description

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 400,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

Investing in You:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.


• Support for Student Loan Repayment.


• Abundant Career Growth Opportunities.

Time Off That Matters:

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.


• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!


• Paid Sick Time for all team members.


• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.


• Company-covered short- and long-term disability insurance.


• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.


• Flexible Health Care and Dependent Care benefits.

Langley Federal Credit Union is currently hiring for a Full Time Dispute Operations Representative to work a Hybrid from our City Center office, located in Newport News, VA.

Job Summary:

Provides intake, processing, and finalization of all card and payment disputes. Investigates disputed transactions, communicates with members, and adheres to regulatory requirements and internal policies. Ensures timely and accurate resolution while providing exceptional member service.

Essential Functions, Duties, and Responsibilities:

• Communicates clearly and professionally with members regarding the status and outcome of their disputes. Ensures a high level of member satisfaction by addressing concerns and questions promptly.


• Investigates and resolves disputes, including debit card transactions, credit card transactions, ACH transfers, and other electronic fund transfer issues. Gathers necessary documentation and evidence from members and relevant parties.


• Reviews, investigates, and processes fraud and non-fraud dispute claims and adjustments, following applicable network compliance rules and federal regulations.


• Ensures all dispute resolution activities comply with relevant regulations, including Regulation E and NACHA rules. Maintains an up-to-date knowledge and understanding of changes in regulations and industry best practices.


• Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions. Prepares and submits required reports to management and regulatory bodies as needed.


• Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate the resolution of disputes and improve overall member experience.


• Provides impeccable service to internal and external members by phone, in Customer Relationship Management cases, through Online Banking messaging, and by email.


• Participates in continued education in accordance with applicable federal, state, and industry laws, regulations, and guidelines.

Qualifications:

• Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.


• Visa Dispute or AAP certification, preferred

Targeted Pay Range- $17.64 - $21.78

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.


• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.


• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.


• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.


• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands and fingers to operate standard office equipment such as a computer, keyboard, mouse, or telephone, and to talk and hear. The employee is occasionally required to stand and walk. Specific vision requirements for the job include close vision (at 20 inches or less), corrected or uncorrected.

Working Conditions:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work is performed in an indoor, climate-controlled office environment where the noise level is typically moderate.

This job description is not designed to cover or contain a comprehensive listing of functions,

duties, or responsibilities required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.