Card Dispute Representative

About the role

We're looking for a Card Dispute Representative who can help protect our members' financial safety and security. This role involves researching and processing complex fraudulent Debit and Credit Card Disputes, collaborating with team members, and providing excellent service to both internal and external members.

Essential Duties/Responsibilities

• Take inbound calls to assist with researching, processing, and resolving complex Credit and Debit Card Disputes.
• Make outbound calls to members to gather information and complete dispute forms.
• Review and submit chargeback and arbitration documents to the card processor.
• Work with card processor vendors to resolve disputes and manage chargebacks.
• Maintain general ledgers and ensure full recovery of Fraud Disputes.
• Avoid errors and adhere to legal and regulatory restrictions.
• Support the organization's goals and values.
• Comply with Bank Secrecy Act and other compliance requests.
• Manage multiple priorities with tight deadlines.
• Attend meetings and events outside of regular business hours.

Job Qualifications

• Bilingual verbal and written communication skills in English and Spanish (preferred).
• Thorough understanding of card payment ecosystem and applicable regulations.
• Excellent communication, relationship building, and problem-solving skills.
• Strong organizational and time management abilities.
• Proficiency in MS Office applications.
• Confidence and ability to maintain confidentiality.
• Pre-employment background review required.

Education or Formal Training

• High school diploma or GED.

Experience

• Minimum of two years of experience in a similar position at a financial institution, preferably in a credit union environment.
• Current employees must meet performance expectations, demonstrate HEART behaviors, and submit an updated resume or Work History profile.

Benefits

• Starting pay range of $22.49-$28.11 hourly, with final rate determined by experience, education, skills, and internal equity factors.
• Includes medical/dental/vision insurance, paid vacation, sick leave, holidays, wellness days, volunteer time, flexible spending account, health savings account, world-class 401(k) plan, tuition reimbursement, and rate discounts on qualifying loans.
• Eligibility for incentives or discretionary bonuses based on results.

Working Environment/Physical Activities

This role involves a high volume, fast-paced, dynamic office environment with some travel. Manual dexterity, lifting, bending, stooping, and standing are required.

Other Duties

Please note this job description is not comprehensive. Duties, responsibilities, and activities may change at any time with or without notice.