Chargeback Specialist I

Processes debit card fraud claims while maintaining the confidence of the member; accurately and efficiently documents and processes claims and chargebacks to protect the Credit Union from loss and exposure; interacts with members to assist with debit card disputes and facilitate the resolution process. Maintains accurate records of chargeback cases, actions taken, and outcomes.
Chargeback Specialist I’s are distinguished from Chargeback Specialist II’s by their applicable experience and responsibility for performing more complex credit and debit card claims.

• Documents and processes chargebacks on debit fraud transactions, including but not limited to; verifying for accuracy and completeness, gathering relevant documentation, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.

• Documents, processes, and stays in contact with members on debit fraud transactions, including but not limited to, gathering relevant information for a successful chargeback, performing research, gathering required documentation and evidence, mailing out documents for member review, and keeping the member up to date on the status of their case.

• Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to fraud disputes.

• Stays abreast of all plastic card industry codes and standards, VISA regulations, as well as all applicable Local, State, Federal and NCUA laws and regulations.

• Maintains records of all work performed. Looks for ways to streamline chargeback processes and recommends process improvement to Management.

• Handles member questions and complaints regarding debit card activity through phone calls, correspondence and follow-up; utilizes knowledge of Credit Union products and services to provide solutions to members concerns and problems; follows through to ensure member satisfaction.

• Provides information and assistance to other departments with questions regarding debit or credit card disputes.

• Serves as an intermediary between cardholder and merchant for any card disputes.

• Works new fraud debit card cases in a timely manner to stay within compliance as well as making sure Visa Resolution timeframes and processes are followed with each claim to ensure the Credit Union does not experience unwarranted loss.

• Pulls documents to gather information from the merchant regarding their rebuttal to the dispute and making sure the cardholder gets it in a timely manner to respond if necessary.

• Works a queue to ensure that cases are combined to any others of the same card number; ensures that provisional credit is not being issued for the same dispute twice; mails required documentation to the member if credit is to be reversed.

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Utilize knowledge and experience in performing job functions.
• Use logic, reasoning and mathematical skills to solve practical problems and make sound decisions.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively. Efficiently handles changing deadlines and multiple concurrent tasks.

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

• Works in general office environment in a financial services facility.