Sr. Card Dispute Consultant

Description

Job Summary Overview

The position is responsible for providing administrative and operational support to the Card Services Department in the processing of Cardholder disputed items. 

Essential Job Functions

• Updates/keeps regulatory and procedure resources for department. 
• Works with Training department to fulfill the department’s training objectives and improves the quality and efficiency of service delivery. 
• Proactively share knowledge and interpretation of Visa USA/International regulations and updates, as well as networks like Pulse, CO-OP, MAP, etc. 
• Maintains good communication and documentation with vendors regarding system improvements and issues. 
• Assists Risk/Card Management with department functions (i.e., projects and staff team building). 
• Responsible for working senior level disputes, arbitrations and supports team with processes.  
• Provides support to Card Dispute functions as needed to fulfill department objectives. 
• Tracks dispute timelines to ensure compliance with federal regulations and keep Risk/Card management advised to prevent losses to the credit union. 
• Reviews outstanding general ledger entries to avoid loss to the credit union. 
• Analyzes proposed arbitration and compliance filings and makes recommendations to management to avoid loss to the credit union. 
• Handles escalated member concerns in a prompt and courteous manner. 
• Assists with Visa Semi-annual Enhancements for all card related system changes and processes. 
• Completes cross-training as needed for job functions within the Risk and Card Division.  
• Must be proficient in 7 of the other Risk and Card division functions outside of normal duties.
• Performs other job-related duties as assigned.

Requirements

Position Required Qualifications

Minimum Education and Experience

High School diploma or general education degree (GED) and five (5) years’ experience with Visa/Mastercard dispute processing and Visa Resolve Online or any equivalent combination of education and experience. Proficient in Microsoft Excel, Internet Explorer & Outlook.

Knowledge, Skills, and Abilities

Current knowledge of Visa rules and network requirements, as well as regulations E and Z. Ability to learn and adapt to new internal software systems. Ability to identify problems, process resolution and implement action or solutions timely. Ability to function effectively in a fast-paced, team-oriented work environment. Ability to meet deadlines; prioritize workloads and handle multiple tasks. Excellent verbal and written communication skills. Ability to perform general math skills, including accurately calculating debits and credits. 

Hybrid Work Environment and Physical Demands

• Occasionally required to stand, walk, stoop, kneel, crouch or crawl. 
• Frequently required to sit; use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms. 
• Occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
• The noise level in the work environment is moderate with ringing phones, printers, and foot traffic. 

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.