Dispute Specialist II:
POSITION PURPOSE
Fulfills all duties of as Dispute Specialist I. Additionally, responsible for handling complex disputes. Understands the importance of building supportive relationships within all areas of the credit union, as well as with other financial institutions and vendors. Expected to serve as a positive role model, provide guidance and training, and offer mentorship to a Dispute Specialist I. Contributes to a highly motivated department.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Ability to fulfill all duties of a Dispute Specialist I
- Analyze disputed card transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
- Obtain a thorough understanding of the processes and procedures for each assigned function allowing for proper dispute resolution, as well as identifying possible system problems and opportunities resulting in mitigation of risk and losses.
- Process fraud case types with up to 75 transactions
- Process all non-fraud case types
- Identify and process write-offs, after appropriate research and due diligence is completed.
- Maintain up-to-date, thorough operational knowledge of Federal Regulation E and Z, as well as Visa Dispute Processing rules and regulations required to resolve member cases accurately.
- Complete provisional credits and cardholder communications within required internal and regulatory timeframes.
- Process merchant responses within Visa Resolve Online (VROL) in a timely and accurate manner
- Complete general ledger balancing and posting
- Monitor and respond to inquiries received from front line staff
- Contact members by telephone, email, or mail, as appropriate
- Complete other duties, as assigned.
QUALIFICATIONS
Education/Certification:
Associate’s degree from an accredited college; and/or three or more years of work in a full-service financial institution; or an equivalent combination of education, training, and experience.
CERTIFICATION(S):
- Completion of the Visa Dispute Resolution I course
Required Knowledge:
Minimum of 9-12 months in the Dispute Specialist I role. Knowledge of the financial services and card payment industries. Knowledge of Visa credit, debit, and ATM networks, as well as other non-Visa networks. Knowledge of issuer rights and responsibilities associated with Visa chargeback processing and fraud liability. Knowledge of federal and state regulations, credit union policies, and Visa rules. Thorough knowledge of SAFE’s products and services, as well as banking practices, operations, and policies preferred. Preferred knowledge within Fiserv DNA Core Banking System.
Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
TECHNICAL SKILLS
Knowledge and experience with:
- Microsoft Office products (Outlook, Teams, Word, Excel)
- Working knowledge of DNA banking platform preferred.
Senior Dispute Specialist:
POSITION PURPOSE
Fulfills all duties of a Dispute Specialist I & II. Additionally, responsible for handling escalations and/or complex disputes. Understands the importance of building supportive relationships within all areas of the credit union, as well as with other financial institutions and vendors. Expected to serve as a positive role model, provide guidance and training, and offer mentorship to Dispute Specialists I & II. Contributes to a highly motivated department.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Ability to fulfill all duties of a Dispute Specialist I and II.
- Analyze disputed card transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
- Maintain up-to-date, thorough operational knowledge of Federal Regulation E and Z, as well as Visa Dispute Processing rules and regulations required to resolve member cases accurately.
- Maintain a thorough understanding of the processes and procedures for each assigned function, allowing for proper dispute resolution.
- Identify possible system problems and opportunities resulting in mitigation of risk and losses.
- Process all fraud and non-fraud case types.
- Complete provisional credits and cardholder communications within required internal and regulatory timeframes.
- Process merchant responses within Visa Resolve Online (VROL) in a timely and accurate manner.
- Monitor and complete support requests for the department.
- Act as backup support for employee queues and tasks.
- Process issuer chargebacks on behalf of SAFE.
- Identify and make recommendations to management for ways to improve the efficiency of dispute processing or reduce losses to SAFE.
- Complete general ledger balancing and posting.
- Contact members by telephone, email, or mail, as appropriate.
- Assistance with member escalations and/or complex member inquiries
- Act as a mentor for junior specialists by assisting with questions and/or training.
- Assist with month end general ledger reconciliation.
- Complete other duties, as assigned.
QUALIFICATIONS
Education/Experience:
Associate’s degree from an accredited college; and/or five or more years of work in a full-service financial institution; or an equivalent combination of education, training, and experience.
CERTIFICATION(S):
- Completion of the Visa Dispute Resolution I and II courses.
- Visa Dispute Resolution Certification obtained.
Required Knowledge:
Minimum of 12-24 months in the Dispute Specialist II role. Knowledge of the financial services and card payment industries. Knowledge of Visa credit, debit, and ATM networks, as well as other non-Visa networks. Knowledge of issuer rights and responsibilities associated with Visa chargeback processing and fraud liability. Knowledge of federal and state regulations, credit union policies, and Visa rules. Thorough knowledge of SAFE’s products and services, as well as banking practices, operations, and policies preferred. Preferred knowledge within Fiserv DNA Core Banking System.
Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
TECHNICAL SKILLS
Knowledge and experience with:
- Microsoft Office products (Outlook, Teams, Word, Excel)
- Working knowledge of DNA banking platform preferred.
OTHER SKILLS AND ABILITIES
- Must be a self-starter, able to work without constant supervision.
- Strong written and verbal communication skills
- Excellent multitasking, organization, time management, research, communication, and problem-solving
- Demonstrated ability to work in a team environment.
- Ability to quickly adapt and openly embrace change.
Skills/Abilities:
- Ability to read and interpret card-related disclosures, correspondence, and procedure manuals.
- Ability to read transaction-related disclosures.
- Ability to work independently to manage multiple priorities within established timeframes.
- Ability to work on multiple tasks at the same time.
- Ability to quickly adapt and openly embrace change.
- Strong organization, time management, prioritization, interpersonal communication, and customer service skills.
WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY
LANGUAGE SKILLS
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS AND REASONING ABILITY
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
- The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision.
- The noise level in the work environment is usually moderate.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
