Dispute Operations Representative

Job Summary

Provides intake, processing, and finalization of all card and payment disputes. Investigates disputed transactions, communicates with members, and adheres to regulatory requirements and internal policies. Ensures timely and accurate resolution while providing exceptional member service.

Essential Functions, Duties, And Responsibilities

• Communicates clearly and professionally with members regarding the status and outcome of their disputes.
• Investigates and resolves disputes, including debit card transactions, credit card transactions, ACH transfers, and other electronic fund transfer issues.
• Gathers necessary documentation and evidence from members and relevant parties.
• Reviews, investigates, and processes fraud and non-fraud dispute claims and adjustments, following applicable network compliance rules and federal regulations.
• Maintains an up-to-date knowledge and understanding of changes in regulations and industry best practices.
• Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions.
• Prepares and submits required reports to management and regulatory bodies as needed.
• Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate the resolution of disputes and improve overall member experience.
• Provides impeccable service to internal and external members by phone, in Customer Relationship Management cases, through Online Banking messaging, and by email.
• Participates in continued education in accordance with applicable federal, state, and industry laws, regulations, and guidelines.

Qualifications

• Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.
• Visa Dispute or AAP certification, preferred.

Competencies

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Llangley Ambassadors – Demonstrates a passion for Llangley’s vision, encouraging diversity, equity, and inclusion while considering Llangley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Llangley and advance the business into the future.
• Team Driven – Collaborates across Llangley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Llangley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements

• The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Working Conditions

• The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Work is performed in an indoor, climate-controlled office environment where the noise level is typically moderate.

Targeted Pay Range

• $17.64 - $21.78