What are the responsibilities and job description for the Credit Dispute Analyst position at State Employees' Credit Union?

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview :

Provide resolution for all disputes raised by our members while providing exceptional service. Ensure compliance with all regulations related to dispute and the recovery processes while also minimizing liability and risk.

Responsibilities :

Perform investigations involving moderately complex dispute claims. Identifies and handles existing and emerging trends.

Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
Investigate dispute claim using card transaction and disputes specific applications including, but not limited to; Visa DPS, Dispute Tracking System, CV Systems, Mastercard Connect, Visa Online, Fiserv 3270, First Dispute, OnBase, Relationship Manager, Helix, and Microsoft Office applications.
Processes the issuance and reversal of provisional credit, and issuance of permanent credit to member accounts as needed.
Document the results of the case in the appropriate case management system.
Resolve cardholder liability based on the results of a reasonable investigation.
Handle all aspects of the dispute process in compliance with Visa / Mastercard, federal and state rules and regulations.

Perform chargebacks, and recoveries.

Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.

Processes the issuance and reversal of provisional credit, and issuance of permanent credit to member accounts as needed.

Processes disputes through Visa DPS / Visa Online when applicable.

Document the results of the case in the appropriate case management system.

Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.

Handle all aspects of the dispute process in compliance with Visa / Mastercard, federal and state rules and regulations.

Stay current with industry trends and business enhancements.

Review and correct outstanding general ledger items to minimize potential loss for the credit union.

Required Education & Experience (Knowledge, Skills, & Abilities) :

High School Diploma or GED required.

Minimum 2 years of experience

Preferred Education & Experience (Knowledge, Skills, & Abilities) :

Bachelor’s Degree, associate degree in a related field, or equivalent combination and / or experience preferred.

Knowledge, Skills, & Abilities)

Basic knowledge of card brand dispute management rules and the chargeback cycle.

Basic knowledge of Banking Regulations to include Reg Z, as well as UDAP and all applicable financial regulations.

Possesses strong verbal and written communication skills.

Demonstrates excellent analytical and quantitative skills, problem solving, and organizational skills.

Ability to interact with integrity and a high level of professionalism with all levels of team members and management.

Attention to detail and the ability to work independently in a fast-paced environment.

Experience in customer service or quality assurance preferred.

Work Environment & Physical Requirements :

Office setting with physical proximity to other employees and some background noise from other employees, copy machine, fax machine, scanner, and telephone. Work-from-home options are available as a hybrid schedule defined by Merchant Disputes management.

Must be able to comprehend and carry out verbal and written instructions.

Job requires a substantial amount of sitting.

Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.

Use hands and fingers to press telephone keypad and lift telephone receiver.

Must be able to comprehend phone calls.

Must be able to lift five pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

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