Card Dispute Processing Manager

This job posting will close on Tuesday, May 6, 2025.

Position is located in Oregon City, Oregon. Relocation assistance not available.

Join our team

Rivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations.

Rivermark is committed to transforming lives and communities together. So, if you are looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here.

Our commitment to inclusion

Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It’s part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark and learn more on our website.

Position overview:

Oversees the daily operations related to credit and debit card dispute processing, including fraud and merchant disputes. Using knowledge of dispute trends, works in partnership with stakeholders in managing the creation, implementation, and review of credit card, debit card, and other credit union card rules, including portfolio fraud rules. Maintains strong relationships with vendors and business partners to ensure smooth operations of card dispute programs and their compliance with federal and state regulations and Visa rules. Helps establish, monitor, and communicate team’s goals and service level agreements, and ensures their fulfillment. Works in partnership with key business units and member-facing departments with the goal of creating strong controls and seamless processes that support credit union objectives, growth, and our member and employee experience. Performs regular monitoring of help desk calls and other communications that fall within team’s area of responsibility. Uses reporting and data to ensure team provides consistent, exceptional service to members and employees. Helps manage the relationship with internal and external auditors to ensure compliance with credit and debit card regulations, Visa rules and operational effectiveness.

Primary responsibilities:

• Provides leadership to create a high-performing, creative, and collaborative work environment.
• Develops a team of motivated, results-oriented individuals promoting cooperation among employees and other departments.
• Manages the daily operations of credit and debit card dispute processing, both fraud and merchant transaction disputes.
• Develops and maintains comprehensive written policies, procedures and quick guides for each area of responsibility and front-line users.
• Represents the credit union in meetings with vendors and business partners associated with card fraud and dispute programs, processes, and systems.
• Establishes service level agreements that support business objectives and ensures SLAs are maintained.
• Manages team that does research and correction of complex or unusual scenarios.
• Coordinates and directs the daily operations of the functional area. Aligns work processes, job assignments, training and scheduling.
• Promotes a culture of continuous learning and process improvement.

Must Haves:

• Bachelor’s degree. An equivalent combination of education and experience will be considered in lieu of a degree.
• Minimum of three years progressive management/leadership experience.
• Minimum of five years financial institution in an operations role and card dispute experience required.
• Excellent team building, goal setting, and problem-solving skills.
• Comprehensive knowledge and understanding of all applicable credit union policies /procedures to include state/federal and compliance rules/regulations i.e.Regulation E, Regulation Z, and Visa Rules.
• Extensive understanding of credit and debit card dispute operations, systems, and procedures.
• Strong skills in analyzing, researching and resolving high risk card transactions.
• Exceptional service, de-escalation, and coaching skills.
• Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships.
• Strong written, verbal communication and interpersonal skills.
• Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, correspondence, system upgrades and system testing. Able to maintain high levels of confidentiality.
• Strong organization, planning and prioritization skills.
• Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications.
• Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.

Why choose us

We offer a competitive benefits package designed to support your well-being and professional growth. Visit our Benefits page to learn more.

Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.