Dispute Resolution Specialist I

About the role

Knoxville TVA Employees Credit Union is a not-for-profit, Member-owned, and locally operated financial institution serving the financial needs of its communities of Membership. We have 25 locations throughout East Tennessee and we serve more than 264,000 Members. The Credit Union helps Members grow financially by offering a variety of accounts including: checking, savings and investments. Also offered are competitive loan rates on new and used autos and recreational vehicles, mortgages, personal loans and credit cards.

Primary Responsibilities

• Review disputes and error resolutions.
• Daily chargeback reports.
• Monitor dispute general ledgers and ensure accurate balancing.
• Report operating loss.
• Research and process disputes and retrieval requests.
• Communicate with members or merchants to obtain proper documentation and additional information.
• Maintain up-to-date knowledge of products, procedures and policy of the department.
• Complete required annual trainings.
• Follow all Credit Union policies, procedures and regulations.
• Represent the Credit Union in a professional manner (including but not limited to appearance, behavior and performance).
• Maintain regular and predictable attendance.
• Work cooperatively with others.

Position Competencies

• Service – Excellent interpersonal skills and professional demeanor. Ability to develop relationships with members to meet financial needs through the relevant suggestion and referral of Credit Union products and services.
• Job Knowledge – Technically and professionally skilled in all position responsibilities and duties. Seeks new skills and opportunities for self-development. Basic knowledge of governing Federal regulations. Sufficient bookkeeping knowledge to be able to balance and reconcile reports and balance members accounts.
• Quality – Ability to be flexible and have a service-oriented view to fulfill member, employee and Credit Union needs. Perform tasks with a high level of accuracy while maintaining attention to detail.
• Teamwork – Ability to work as a team as well as independently to meet goals and objectives and to meet the needs of all members.
• Analytical – Work systemically and logically to resolve problems, identify causation and anticipate unexpected results. Manage issues by drawing on own experience and knowledge and call on other resources as necessary.
• Communication – Ability to handle situations with tact and respect. Ability to maintain confidentiality of member information.
• Initiative – Demonstrate a desire to do the job to the best of ability and have a desire to learn new techniques and skills.
• Planning/Organizing – Ability to work under deadlines with frequent interruption; and the ability to balance multiple projects/activities with varying deadlines.
• Quantity – Ability to meet established.

Qualifications

• Education/Experience – High school diploma or general education degree (GED). Minimum of two years’ experience with dispute resolution and fraud mitigation strongly preferred. Financial industry experience strongly preferred.

Pay

The starting range is $19.50 - $21.50, depending on work experience.

Benefits

• Employer-paid health and dental insurance monthly premiums
• Accrual of paid PTO Leave
• Employer-matched 401k, 50% match up to 6% of employee contributions
• Employer-paid Group Life Insurance and Long-Term Disability benefits
• Potential bonus up to 11% of average salary over the past year based on Credit Union-wide goals
• Paid Holidays and Paid Training
• Potential pay increases through additional training opportunities
• Opportunity to earn incentive pay
• The ability to help serve your local community through our mindset of People Helping People!

Schedule

The schedule for this position is Monday - Friday, 8:30am - 5:15pm. One Saturday per month 8:15am - 12:30pm.