What are the responsibilities and job description for the Dispute Resolution Specialist I position at EdFed?
Why Work Here?
EdFed offers challenging career opportunities and great benefits!
A Brief Overview
Interacts with cardholders via phone, providing quality service and support for disputed card transactions. Responsible for processing and investigating cardholder claims in compliance with applicable rules and regulations.
Job Title
Dispute Resolution Specialist I, Operations
Overtime Exemption
Non-Exempt
What you will do
- Accepts cardholder disputes by phone, ensuring that outstanding service is provided.
- Gathers all pertinent information related to assigned cardholder claims.
- Investigates claims in accordance with documented procedures.
- Maintains a working knowledge of all rules and regulations governing card disputes, including Regulation E, Regulation Z, and Visa Operating Rules.
- Processes disputes within regulatory timeframes, and promptly provides provisional credit.
- Processes chargebacks, pre-arbitration, arbitration, and compliance cases within Visa guidelines to maximize recovery of funds.
- Provides feedback to the Dispute Resolution Manager concerning card fraud trends based on commonalities in disputes.
- Reissues cards when cardholder data has been compromised.
- Processes lost/stolen and confirmed fraud reports from third-party providers.
- Works other reports as required.
- Performs other duties as assigned by management.
Qualifications
Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.
Work Experience
- Customer service and/or call center experience.
- 2-4 years Financial services or card servicing experience.
Skills and Abilities
- Superior customer service and escalation resolution skills.
- Ability to negotiate, analyze and troubleshoot using multiple data sources.
- Ability to pay attention to detail with a high degree of accuracy.
- Ability to work with minimal supervision.
- Ability to interpret business policies and rules and maintain a professional demeanor when dealing with members and external agencies.
- Ability to learn detailed information and to adapt quickly to changes.
Our people are passionate about what they do, the products and services they promote, and the members they serve. If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
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