Senior Card Dispute Specialist

3 weeks ago

Warner Robins, United States Robins Federal Credit Union Full time
Description

What You'll Do:

Dispute Management
  • Process debit and credit card disputes according to Visa guidelines to ensure timely reimbursement to Robins Financial.
  • Balance and maintain dispute-related general ledgers (GLs).
  • Ensure all cases are managed within established deadlines, adhering to regulatory requirements.
Dispute Management Escalation
  • Serve as the primary point of escalation for disputes, reviewing cases directly with members and clearly explaining any denials.
  • Handle large or high-value dispute cases exceeding $1,000.
  • Provide support and decision-making guidance to staff on complex cases, utilizing card network guidelines and Regulation E.
Reporting, Monitoring, and System Maintenance
  • Maintain and update monthly reports related to dispute volumes and trends, collaborating with the Fraud Analyst to monitor fraud patterns and reduce losses.
  • Manage and update Centrix forms and implement necessary edits, ensuring all dispute processes are up to date with current procedures.
Training and Process Improvement
  • Train new dispute resolution staff and provide ongoing training for Call Center employees, covering new processes, updates, and refresher courses.
  • Crosstrain on RSM (fraud rules) and serve as a backup to the Fraud Analyst as required.
  • Identify and implement efficiencies to improve workflows, optimizing for increased dispute volume and departmental growth.
What You Can Expect:
  • We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Benefits and Perks

Employer-Paid Benefits:
  • Health Insurance (only employee premium paid)
  • Short and Long Term Disability
  • Life Insurance and AD&D
Benefits:
  • Dental & Vision Insurance
  • Health Care and Dependent Care Flex Spending Accounts
  • 401K Plan with 100% match (based on length of employment)
Perks:
  • Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
  • Holidays- 11 observed holidays in addition to paid time off
  • Tuition reimbursement- Up to $5000 per year
  • Performance based Incentive program
Requirements

What You Need To Succeed:

Job Education and Experience Required:
  • High school diploma or equivalent
  • 4 years progressive experience in dispute processing, including new dispute decisioning/processing, merchant denial reviews and arbitration/compliance processing
Knowledge and Job Performance Requirements:
  • Knowledge of banking regulations and Visa operating rules and regulations
  • Advanced knowledge of Visa dispute guidelines and Reg E
  • Knowledge of Card Program basics
  • Skills: Excellent time management; ability to balance multiple workloads with successful results; excellent customer service skills, excellent verbal and written communication skills; strong organizational skills, problem analysis and problem solving
  • Skills: Computer skills (data entry, Word, Excel)
  • Skills: Accounting skills, including but not limited to maintaining and balancing GLs
  • Skills: Strong customer service skills (both oral and written)
  • Skills: Strong organizational & time management skills
  • Must be able to handle multiple tasks and multiple deadlines at once.
Physical Demands:
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
  • Must be able to lift and carry up to 20 pounds.
  • Vision requirements include close and classroom vision.
  • Rarely required to travel by automobile.
  • Occasionally required to work other than normal business hour

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