Job Description

Why join this team

Upholds UNFCU’s commitment to provide service excellence and a high-quality member experience, with a focus on fraud and dispute processing. Processes member claims of fraud or dispute on their credit and/or debit cards. Due to regulatory requirements, accountabilities require timely and accurate execution to ensure mutual resolution for UNFCU and the member. Handles escalated member issues related to fraud or dispute transaction claims. Demonstrates understanding of processing of both fraud and disputes for both debit and credit.

This position is expected to be hybrid.

NYC Salary Range - $62,290-$75,000 annually; compensation is commensurate to geographic location.

What you'll do

• Uphold UNFCU’s mission, core values, and guiding principles by consistently demonstrating service excellence and delivering an exceptional experience to members and colleagues, regardless of role or seniority.
• Deliver superior member service by accurately and efficiently processing card fraud and dispute claims through the department’s email management system and phone line.
• Serve as the escalation point for complex fraud and dispute cases, providing clear guidance to members and internal partners throughout the chargeback process.
• Communicate clearly and professionally with members and internal stakeholders regarding the submission, status, and resolution of fraud and dispute cases.
• Perform required maintenance on member accounts, including card blocks, transfers, and account adjustments.
• Support Member Directed Services, Retail Branches, and Representative Offices in resolving card fraud and dispute-related issues.
• Review credit and debit card transactions with members to distinguish between disputes and potential fraudulent activity.
• Navigate and utilize multiple service applications to manage cases and support operations effectively.
• Review daily reports to ensure compliance with Regulation E and Regulation Z timelines.
• Monitor Visa chargeback rules for updates and changes, and provide recommendations to ensure compliance and effective implementation.
• Review chargeback and arbitration documentation for card fraud cases, determine appropriate action, and collaborate with the Accounting Department to reconcile fraud and dispute accounts.
• Identify and report suspicious activity patterns and trends to the Card Fraud Analyst.
• Develop, review, and update departmental procedures within established timeframes to ensure accurate documentation and operational consistency.
• Ensure compliance with all applicable federal and state laws, regulations, and UNFCU’s Code of Ethics & Business Conduct.
• Perform additional duties as assigned

What we're seeking

• Bachelor’s degree, or some college coursework completed
• 2-4 years of experience processing fraud or dispute credit and/or debit card claims
• Computer proficiency with basic to intermediate knowledge of Microsoft Word, Excel and PowerPoint

What makes you stand out

• Thorough knowledge of compliance pertaining to Regulation E and Z
• Knowledge of VISA chargeback rules

Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws