Settlement Resolutions Representative

About the role

The Settlement Resolutions Representative is responsible for managing incoming and outgoing dispute settlement entries and rejects with a high degree of accuracy and efficiency. This mid-to-senior-level Analyst position provides subject matter expertise, guidance, and operational support to chargeback operations, clients, and colleagues throughout the company.

Responsibilities

• Thoroughly research, analyze, and resolve client and cardholder tickets related to settlement errors, discrepancies, and exceptions.
• Timely post daily settlement entries in compliance with card association and regulatory standards and deadlines.
• Mitigate organizational risk and financial loss by maintaining exceptional productivity and quality standards.
• Deliver outstanding service and support to cardholders and financial institutions through proactive resolution of settlement inquiries.
• Demonstrate exceptional attention to details in all actions to mitigate financial risk and minimize company losses.
• Utilize strong professional writing skills to deliver accurate, and well-documented responses to FI's and internal units.
• Identify, analyze, and communicate escalation trends to leadership while collaborating with other Risk Units.
• Strategically prioritize workload to consistently meet departmental and contractual Service Level Agreements.
• Maintain compliance with federal and state regulations.
• Maintain extensive knowledge of credit and debit card settlement processes related to Fraud and Non-Fraud disputes, including a strong understanding of General Ledgers and the ability to process needed adjustments.
• Execute positive interaction with client teams through professional engagement and by providing detailed, insightful responses to inquiries and complex settlement issues.
• Must maintain expert knowledge of association and regulatory rules to help diagnose, research, analyze, and resolve complex chargeback, settlement, and compliance cases.
• Demonstrate a strong commitment to continuous learning and remaining current on all aspects of dispute processing, settlement operations, and industry best practices.
• Interpret and implement changes to dispute resolution rules and requirements mandated by the networks.
• Stay informed of product enhancements, system updates, regulatory changes, and compliance issues that impact Disputes and settlement operations.
• Proactively monitor, troubleshoot, and evaluate workflows, identifying process improvement opportunities and providing recommendations to leadership that enhance operational efficiency, accuracy, and client service outcomes.

Qualifications

• High School Education or equivalent combination of education and experience required.
• Associates Degree Preferred.
• Minimum 2 years as a Case Management Rep required.
• Minimum 2 years' experience in a credit/debit card environment, with focus on dispute, fraud, and general knowledge of the card industry required.
• Minimum 2 years customer service experience required.
• Prior VELERA account recovery system experience preferred.
• Proven working knowledge of settlement operations, including settlement balancing, reconciliation, adjustment processing, and exception resolution required.