Debit Card Dispute Associate

About the role

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success.

This role reports to the Manager, Debit Disputes, and is responsible for reviewing and processing debit card disputes in accordance with REG E and Visa chargeback rights.

Responsibilities

• Reviews and processes debit card disputes in accordance with REG E and Visa chargeback rights
• Assists in fraud detection and mitigation in other delivery channels including, but not limited to, point of sale and e-commerce
• Reviews and analyzes accounts and customer situations that may require specialized resolution
• Processes daily debit card claims to ensure compliance
• Determines if claim is authorized or unauthorized and responds appropriately
• Works with merchants, branch staff and/or members to gather information as needed to make determinations on disputes
• Contacts cardholders to verify if transactions are valid
• Responds to all calls, emails, and other correspondence to answer questions and resolve issues with disputes
• Drafts and sends notice to member indicating a provisional credit applied to their account while the dispute investigation takes place
• Tracks fraudulent transactions through fraud management system, and includes involved dollar amounts to show how much fraud was exposed, lost and/or prevented
• Conducts external research to ensure truthfulness of dispute claims, when needed
• Performs other duties as assigned

Requirements

• High school diploma or equivalent
• Minimum one year financial industry experience with managing REG E claims and the chargeback process required
• Experience or ability to gain proficiency in all programs and systems used for this job
• Proficiency in dealing with customer issues in both a routine and complex environment
• Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality
• Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently