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Chargeback Quality Control Analyst

3 months ago

West Des Moines, United States CU Cooperative Systems, Inc. Full time

THE OPPORTUNITY: (General Purpose)

We are seeking a talented Chargeback Quality Control Analyst . The Quality Control Analyst monitors and evaluates Co-op Chargeback Department staff client and cardholder interactions and case management activities to ensure Chargeback analysts are meeting productivity with high quality expectations, following policy and procedures, regulatory guidelines and Network rules while delivering world class service. The Chargeback Quality Control Analyst successfully evaluates end to end dispute/fraud case management from case initiation to case closure including but not limited to client and cardholder communication and adjustments/impacts to client and cardholder accounts. The incumbent seeks areas of improvement and develops mentoring programs to improve the overall client AND member service experience. The incumbent manages and maintains the periodic Quality Control Master report and statistics, provides detail and summary results along with sound improvement recommendations to the Chargeback Managers/Supervisors, Learning Solutions (for Training and/or Documentation updates), as well as prepares communications conveyed to Chargeback Team employees. The Chargeback Quality Control Analyst facilitates internal calibrations and/or collaboration sessions focused exclusively on quality control/management. The Chargeback Quality Control Analyst works closely with internal departments to identify trends and provides solutions for operational improvements (productivity and quality). Serves as a resource to the Chargeback Department staff, Management team, and occasionally clients. History of willingness to take on additional responsibilities, special projects and maintaining positive attitude. Supports staff through training, team building, and quality control programs.

WHAT YOU CAN LOOK FORWARD TO: (includes the following: essential functions and responsibilities)

Monitors/Evaluates Chargeback Department staff client and cardholder case management interactions and activities. Leads and performs quality control audits and consults with leadership regarding results. Identifies, analyzes, and communicates training gaps. Seeks areas of improvement. Develops mentoring programs. Manages/maintains periodic QC Master report and statistics. Provides detail and summary results with improvement recommendations to Chargeback Managers/Supervisors and Learning Solutions (for Training and/or Documentation updates). Prepares communications for Chargeback Department Staff or Specified Employees. Facilitates internal QC calibration/collaboration sessions. Identifies trends and provides solutions for operational improvements (productivity and quality). Serves as resource to Chargeback Department staff, Management team, and occasionally clients. Supports Chargeback Department staff through training, team building, and QC programs. Two-way feedback process. Provides support for all products/services currently supported by Cards Risk Management and keeps informed of new products, product enhancements, system changes, and compliance issues. Serves as the “expert” in at least two key Cards Risk Management tasks. Acts as the Industry Analyst by staying informed of MC and Visa regulations and changes. Provides assistance by handling overflow volumes during peak periods or as requested by management. Must be able to perform all Chargeback Analyst functions. Handles projects, as assigned by manager.

WHAT YOU’LL NEED TO EXCEED: (includes the following: knowledge, skills, and abilities)

Extensive product knowledge and minimum 2 years credit/debit card experience. Credit union operations. Adult learning and training principles. Project management skills. Leadership skills. Excellent written, verbal and presentation/facilitation skills. Strong editing and proofreading skills. Excellent PC knowledge and software skills, especially Microsoft Office applications. Strong analytical, decision making and problem-solving skills. Strong work ethic, flexibility, positive attitude, and the ability to maintain confidential information and the trust of others is required. Ability to multi-task and handle heavy volumes of work with multiple deadlines, changing priorities and frequent interruptions. Must be detail oriented, display good follow-up skills, and demonstrate a positive team attitude. Effective utilization of time management. Ability to work flexible hours to accommodate 24/7 departmental needs. Ability to analyze and interpret data and business processes; make judgmental decisions. Ability to make rapid changes to processes and position as needed. Ability to achieve positive results through influence, leadership, and coaching. Ability to work in a team environment and have effective interpersonal skills. Ability to work independently and effectively to meet the organization’s needs. Proficient with Quality Management processes. 

REQUIRED EDUCATION and EXPERIENCE :

High School Diploma or equivalent. 3 years of experience in the chargeback analyst role required. 

THE PERKS

Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.

Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

401K with generous company match.

Tuition reimbursement.

Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.