What are the responsibilities and job description for the Debit Card Dispute Associate position at Landmark Credit Union?
At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.
NATURE AND SCOPE
Reports to the Manager, Card Operations. Reviews and processes debit card disputes in accordance with REG E and Visa chargeback rights. Assists in fraud detection and mitigation in other delivery channels including, but not limited to, point of sale and e-commerce. Reviews and analyzes accounts and customer situations that may require specialized resolution.
Requirements
NATURE AND SCOPE
Reports to the Manager, Card Operations. Reviews and processes debit card disputes in accordance with REG E and Visa chargeback rights. Assists in fraud detection and mitigation in other delivery channels including, but not limited to, point of sale and e-commerce. Reviews and analyzes accounts and customer situations that may require specialized resolution.
Requirements
- High school diploma or equivalent, and a minimum six months financial industry experience or with fraud systems applications. Experience with REG E and the chargeback process preferred.
- Experience or ability to gain proficiency in all programs and systems used for this job.
- Proficiency in dealing with customer issues in both a routine and complex environment.
- Must have the ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.
- Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.
- Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.
- Processes daily debit card claims in order to ensure compliance. Determines if claim is authorized or unauthorized and responds appropriately.
- Works with merchants, branch staff and/or members to gather information as needed to make determinations on disputes.
- Contacts cardholders to verify if transactions are valid. Responds to all calls, emails, and other correspondence to answer questions and resolve issues with disputes.
- Drafts and sends notice to member indicating a provisional credit applied to their account while the dispute investigation takes place.
- Tracks fraudulent transactions through fraud management system, Aithent, and includes involved dollar amounts to show how much fraud was exposed, lost and/or prevented.
- Communicates with local police departments if a member filed a police report, to ensure consistent information.
- Sends copy of dispute findings to member, when requested.
- Conducts external research to ensure truthfulness of dispute claims, when needed.
- Performs other duties as assigned.
