Dispute Resolution Specialist I

Global Credit Union; United States; On-site; USD 46,000 - 90,000; Full time

Benefits offered by this job

Short-term incentives

Long-term incentives

Medical, dental, vision with HSA/FSA

401(k) with 5% match

Employee Assistance Program

Life and disability coverage

Voluntary cash benefits

Tuition Reimbursement

Paid time off and holidays

Job summary

Global Credit Union seeks a Dispute Resolution Specialist II to assist members with fraudulent and merchant disputes on Debit, Credit, and ACH channels, in compliance with federal regulations and Visa/NACHA rules.

The role emphasizes prompt service, dispute process knowledge, and documenting case findings, with compensation aligned to internal pay scales and policy.

Qualifications

• Must be articulate and communicate with patience and empathy via telephone.
• Detail-oriented writing skills and ability to follow through on tasks.
• One year of experience in a similar position or in financial operations preferred.

Responsibilities

• Provide prompt, professional member service over the phone.
• Develop knowledge of card and ACH dispute processes and systems.
• Know Regulations E, Z and CC and Visa/NACHA rules and CU policies.
• Create, research, and resolve card and ACH dispute cases.
• Provide provisional credit within established limits when applicable.
• Research and provide evidence for unrecognized transactions.
• Conduct merchant conference calls to resolve issues.
• Communicate with members to validate information and obtain documents.
• Respond to inbound and place outbound calls for case creation and follow-up.
• Report disputed transactions for potential fraud or trends.
• Document findings and actions; refer for suspicious activity or high-dollar reviews.
• Adhere to timeframes and complete duties accurately and timely.
• Assist with daily reports and MRMS requests.

Skills

Communication

Empathy

Writing skills

Detail-oriented

Phone support

Customer service

PC proficiency

MS Word

MS Excel

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

Reports to: Dispute Resolution Officer

Functions Supervised: None

Primary Functions: Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.

Duties and Responsibilities:

• Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
• Develop a working knowledge of card and ACH dispute processes and systems.
• Develop and maintain a current working knowledge of Regulations E, Z and CC as well as Visa and NACHA operating rules and Credit Union policies and procedures.
• Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
• Evaluate cases for and provide provisional credit within established limits, as applicable.
• Research and provide evidence to members to validate unrecognized transactions.
• Conduct merchant conference calls to resolve product and service problems.
• Effectively communicate with members to validate information, research cases, and obtain documentation.
• Respond to inbound and place outbound calls for case creation and member follow-up.
• Report disputed transactions for possible fraudulent activity and/or trends.
• Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
• Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
• Assist with completing daily reports and MRMS requests.
• Perform other duties as assigned.

Qualifications

• Education: High school graduate or equivalent.
• Creditable Experience in Lieu of Education: Not Applicable
• Experience/Skills: Must be articulate and possess the ability to communicate with patience and empathy via telephone. Must have detail-oriented writing skills and a strong ability to follow through on assigned tasks. Should be proficient with personal computers, web-based applications, Microsoft Word and Excel, and have strong interpersonal skills, as well as a demonstrated ability to exercise discretionary judgment. One year of previous experience in a similar position or in financial operations is preferred.
• Tenure: Dispute Resolution Specialist II (Category 13) requires one year tenure in the Dispute Resolution Specialist I (Category 14) position with performance that meets or exceeds expectations. Dispute Resolution Specialist III (Category 12) requires one year tenure in the Dispute Resolution Specialist II (Category 13) position with performance that meets or exceeds expectations. Senior Dispute Resolution Specialist (Category 11) requires one year tenure in the Dispute Resolution Specialist III (Category 12) position with performance that meet or exceeds expectations. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Compensation

• Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.
• Salary Pay Range: 11$57,484 - $90,230 annually
• Salary Pay Range: 12$53,226 - $81,405 annually
• Salary Pay Range: 13$49,284 - $73,391 annually
• Salary Pay Range: 14$45,633 - $66,624 annually

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

Click here to view Global's comprehensive Benefits Programs

Equal Opportunity Employer