Dispute Resolution Specialist I, II, III, Senior

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:

1. Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
2. Develop a working knowledge of card and ACH dispute processes and systems.
3. 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.
4. 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.
5. Evaluate cases for and provide provisional credit within established limits, as applicable.
6. Research and provide evidence to members to validate unrecognized transactions.
7. Conduct merchant conference calls to resolve product and service problems.
8. Effectively communicate with members to validate information, research cases, and obtain documentation.
9. Respond to inbound and place outbound calls for case creation and member follow-up.
10. Report disputed transactions for possible fraudulent activity and/or trends.
11. Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
12. Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
13. Assist with completing daily reports and MRMS requests.
14. Perform other duties as assigned.

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.

Salary Pay Range:

• Dispute Resolution Specialist I (Category 14): $41,484 - $60,567 annually
• Dispute Resolution Specialist II (Category 13): $44,803 - $66,309 annually
• Dispute Resolution Specialist III (Category 12): $48,387 - $73,549 annually
• Senior Dispute Resolution Specialist (Category 11): $52,258 - $81,523 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• 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