Dispute Resolution Specialist

Mountain America Credit Union; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Mountain America Credit Union is seeking a Dispute Resolution Specialist to safeguard members' finances and uphold the credit union’s integrity. You will handle fraud and non-fraud card-related claims, review supporting documentation, and decide outcomes with care and accuracy.

Responsibilities include initiating claims, interviewing stakeholders as needed, and collaborating with Fraud Data Analysts to improve rules and prevention strategies. A two-year banking or related background is preferred.

Qualifications

• Minimum 2+ years in retail banking or related financial services.
• Fraud or dispute handling experience preferred.
• Familiarity with card networks' rules is a plus.

Responsibilities

• Provide expert assistance in filing fraud and non-fraud card-related claims.
• Review rebuttal documentation and merchant evidence to determine outcomes.
• Initiate card claims accurately and inform business partners.
• Investigate card fraud, disputes, and ATM disputes with critical thinking.
• Issue credits to members’ accounts as directed and document evidence.
• Coordinate with Fraud Data Analysts and regulatory teams as needed.

Skills

Retail banking experience

Fraud/Dispute experience

Network rules knowledge (Visa/STAR/Co-

Education

Associate degree or equivalent work experience

Tools

Microsoft Office

Job description

Job Summary

The Dispute Resolution Specialist plays a pivotal role in safeguarding the financial well-being of our members and protecting the credit union’s integrity. By providing exceptional service, this role ensures members and team members receive expert assistance in filing both fraud and non-fraud card-related claims. The specialist takes ownership of reviewing rebuttal documentation and compelling evidence provided by merchants, making informed decisions that directly impact members' financial security and peace of mind. Through critical thinking and investigative expertise, they are accountable for resolving claims with precision and integrity, whether the claims are against or by members of the credit union.

Job Description

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Provide superior customer service to both internal and external customers via email and telephone,
• escalate complex concerns as directed
• Accurately and efficiently initiate card claims, and advises business partners in the same.
• Utilizes critical thinking to investigate complex card fraud, card disputes and ATM dispute cases in which members are victims or perpetrators.
• Own the outcomes and decisions of these investigations, recognizing their direct financial impact on the member experience and organizational trust
• Meticulously review rebuttal documentation and compelling evidence provided by merchants on card fraud claims, and respond effectively to ensure favorable recovery outcomes
• Gathers and documents critical evidence including transaction information, internal reports, online banking records, security footage, and other appropriate evidence
• Work closely with Fraud Data Analysts to communicate card fraud findings or issues, contributing to the improvement of card fraud rules and prevention strategies
• Interviews members, internal partners, and reviews filing phone calls to clarify affidavit statements, as needed
• Accurately and appropriately issue credits to members’ accounts, as directed
• Process technical and quality reviews to ensure accurate submission of all card claims, both fraud and non-fraud
• Processes all card claims submissions across multiple networks Promptly and appropriately logs complaints and submits Unusual Activity Referrals (UAR’s) to the BSA Team
• Gathers and provides feedback on other business units in regard to all ATM, Card Fraud, and Non-Fraud Card disputes to Dispute Resolution Specialists III’s for training and coaching.
• Assists process improvement and surfaces ideas and feedback to management.
• Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• Experience: 2+ years of retail banking or related financial service and customer service experience
• Fraud or Dispute related experience preferred
• Knowledge of Visa, STAR, and/or Co-Op network rules preferred, but not required
• Education: Associate degree or equivalent work experience
• Licenses, Certificates, Registrations, Trainings: None
• Computer/Office Equipment Skills: Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.
• Managerial Responsibility: Has no supervisory/managerial responsibilities
• Language Skills: Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.
• Other Skills and Abilities: Prefer general knowledge of credit union operations and organizational structure. Must have demonstrated great organizational skills. Must have demonstrated attention to detail. Ability to communicate effectively using written and verbal communication Ability to show effective decision-making skills and recognize the appropriate action to be taken based on recovery probability in both fraud and non-fraud claims Has a thorough knowledge of regional and international card network rules and regulations, and Credit Union policies and procedures, applicable to card fraud claims Ability to take feedback and implement goals to make improvements. Ability to accel in a fast-paced and goal-oriented environment. Ability to meet deadlines and adhere to defined time frames.

PHYSICAL ABILITIES / WORKING CONDITIONS

• Physical Demands: Requires sitting, using hands to handle or feel, reaching with hands and arms, talking and hearing.
• Vision Requirements: Requires close, distance, color, peripheral and depth perception vision as well as the ability to focus.
• Weight Lifted or Force Exerted: Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds and rarely lifts up to 100 pounds.
• Environmental: Office type conditions, indoors.
• Noise Environment: Moderate noise such as in a business office with equipment and light traffic.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America! Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.