Dispute Resolution Specialist

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job SummaryProvides exceptional service to members and team members by assisting them with filing both fraud and non-fraud card-related claims. Utilizes extensive knowledge of Visa Regulations to maximize the likelihood of successful recoveries. Reviews rebuttal documentation and compelling evidence provided by merchants, responding effectively to safeguard members' interests and ensure their peace of mind. Uses critical thinking and investigative expertise to resolve claims perpetrated against or by members of the credit union.

Job Description

LOCATION

Mountain America Center - Hybrid/Remote

9800 S Monroe St
Sandy, UT 84070

* After the initial in office training period, this position has the potential for a hybrid schedule with the expectation of 2 days in the office OR may have potential to be fully remote.

SCHEDULE

Monday-Friday 10:00am-7:00pm; Rotating Saturdays (typically one Saturday a month)

To be effective, an individual must be able to perform each job duty successfully.

• Maintains Mountain America’s mission, vision, and values by providing quality service to credit union members to resolve problems and enhance their financial relationship.
• Provide superior customer service to both internal and external customers via email and telephone, escalate complex concerns as directed
• Accurately and efficiently initiate card claims, and advises business partners in the same.
• Utilizes critical thinking to investigate complex card fraud, card disputes and ATM dispute cases in which members are victims or perpetrators
• Reviews rebuttal documentation and compelling evidence provided by merchants on card fraud claims; responds appropriately
• Gathers and documents critical evidence including transaction information, internal reports, online banking records, security footage, and other appropriate evidence
• Work closely with Fraud Data Analysts to communicate Card Fraud findings or issues to improve card fraud rules/preventions.
• Interviews members, internal partners, and reviews filing phone calls to clarify affidavit statements, as needed
• Accurately and appropriately issue credits to members’ accounts, as directed
• Process technical and quality reviews to ensure accurate submission of all card claims, both fraud and non-fraud
• Processes all card claims submissions across multiple networks
• Has a thorough knowledge of regional and international card network rules and regulations, and Credit Union policies and procedures, applicable to card fraud claims
• Ability to take feedback and implement goals to make improvements.
• Ability to accel in a fast-paced and goal-oriented environment.
• Ability to meet deadlines and adhere to defined time frames.
• Promptly and appropriately logs complaints and submits Unusual Activity Referrals (UAR’s) to the BSA Team
• Gathers and provides feedback on other business units in regard to all ATM, Card Fraud, and Non-Fraud Card disputes to Recovery Specialists III’s for training and coaching.
• Assists process improvement and surfaces ideas and feedback to management.
•  Keeps current on fraud trends and complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience:

• 2+ years of retail banking or related financial service and customer service experience
• Fraud or Dispute related experience preferred
• Knowledge of Visa, STAR, and/or Co-Op network rules preferred, but not required

Education:

 Associate degree or equivalent work experience

Licenses, Certificates, Registrations, Trainings:

None

Computer/Office Equipment Skills:

Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.

Managerial Responsibility:

Has no supervisory/managerial responsibilities

Language Skills:

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities:

• Prefer general knowledge of credit union operations and organizational structure.
• Must have demonstrated great organizational skills. Must have demonstrated attention to detail.
•  Ability to communicate effectively using written and verbal communication
• Ability to show effective decision-making skills and recognize the appropriate action to be taken based on recovery probability in both fraud and non-fraud claims

PHYSICAL ABILITIES / WORKING CONDITIONS:

Physical Demands:

Requires sitting, using hands to handle or feel, reaching with hands and arms, talking and hearing.

Vision Requirements:

Requires close, distance, color, peripheral and depth perception vision as well as the ability to focus.

Weight Lifted or Force Exerted:

Frequently lifts up to 10 pounds, occasionally lifts up to 25 pounds and rarely lifts up to 100 pounds.

Environmental:

Office type conditions, indoors.

Noise Environment:

Moderate noise such as in a business office with equipment and light traffic.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.