What are the responsibilities and job description for the DISPUTE RESOLUTION COORD position at SAFE FCU?
SUMMARY:
Responsible for processing all debit and ATM card chargebacks (fraud and merchant), in accordance with policies established by Visa Operating Regulations, Federal regulations, and established credit union policy. Maintain a close working relationship with the Fraud Department, credit union employees, insurance vendor, and card processor to successfully process disputes and chargebacks as regulations are updated, while ensuring there is minimal loss to the credit union and member.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
•Research, prepare, and process faxed, written, electronic, and oral communication to and from members, merchants, and Visa Fraud regarding all stages of ATM and debit card chargeback cases while meeting compliance guidelines established by Regulation E.
•Maintain audit documents regarding the status of member disputes, insurance claims, and deadlines for compliance.
•Process incoming CAMS alert notices from Visa and take appropriate action to mitigate fraud.
•Assist BSAand OFAC Officer and local law enforcement with fraud cases as needed.
•Maintain filing system of fraud cases, cardholder disputes, and foreign ATM disputes. Prepare the information for electronic filing and processing on optical.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) and one year related experience and/or training; or equivalent combination of education and experience.Create and provide training materials for credit union staff regarding the dispute and fraud process.
•Utilizing the Visa Resolve Online system, prepare ATM and debit card chargeback adjustments for AFFN & CO-OP Network transactions within guidelines established by Reg E.
•Continuously be aware of dispute/fraud patterns in an effort to minimize potential member/credit union fraud loss and implement Flash Fraud rules as needed with Visa DPS.
•Prepare daily reconciliation of SAFE cardholder transactions at foreign ATMs & cardholder ATM activity processed through Visa DPS separating member/non-member transactions.
•Researches the incoming correction judgements from the foreign networks (CO-OP & AFFN) and determines if the case warrants pre-arbitration with Visa.
•Prepare ATM, debit, and credit card fraud accounts for processing with insurance adjustor, including processing and verification of insurance eligibility, maintenance of spreadsheet of accounts sent to adjustor, and reconciliation of claims paid year-to-date.
•Reconcile the general ledger for provisional credit items processed throughout the month on debit and foreign ATM disputes, includes research and correction of outstanding entries.
Respond to internal and external member inquiries through phone, email, or mail.
• Other duties as assigned.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) and one year related experience and/or training; or equivalent combination of education and experience.
