Dispute Resolution Specialist

Job Summary:

Interacts with cardholders via phone, providing quality service and support for disputed card transactions. Responsible for processing and investigating cardholder claims in compliance with applicable rules and regulations.

We encourage you to view and apply directly at edfed.org/careers

Duties & Responsibilities:

• Accepts cardholder disputes by phone, ensuring that outstanding service is provided.
• Gathers all pertinent information related to assigned cardholder claims.
• Investigates claims in accordance with documented procedures.
• Maintains a working knowledge of all rules and regulations governing card disputes, including Regulation E, Regulation Z, and Visa Operating Rules.
• Processes disputes within regulatory timeframes, and promptly provides provisional credit.
• Processes chargebacks, pre-arbitration, arbitration, and compliance cases within Visa guidelines to maximize recovery of funds.
• Provides feedback to the Dispute Resolution Supervisor concerning card fraud trends based on commonalities in disputes.
• Reissues cards when cardholder data has been compromised.
• Processes lost/stolen and confirmed fraud reports from third-party providers.
• Works other reports as required.
• Performs other duties as assigned by management

Requirements:

• Two years of prior financial services and plastic card experience
• Some Saturday work required
• Superior customer service and escalation resolutions skills
• Strong analytical skills
• Effective communication skills
• Bilingual Preferred (Spanish)

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

The following are some benefits offered to employees:

• Paid Holiday
• Paid Birthday
• Paid Sick and Personal Days
• Paid Vacation
• Retirement/401K with matching contributions
• Medical, Dental and Vision Insurance
• Life Insurance and Long Term Disability
• Tuition reimbursement for Undergraduate and Graduate courses
• Various Incentive Programs
• Career opportunities

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance