General Summary
The purpose of this position is to investigate, evaluate, administer and monitor dispute processes relating to plastic cards.
Essential Functions
- Process card dispute related inquiries by internal application, email, mail, or telephone.
- Provide direction and instruction for card dispute related inquiries from internal and external members and provide timely resolutions.
- Prepare working card dispute files and ensure all required documentation is included and complete.
- Process member adjustments within regulatory timeframes.
- Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to the Manager.
- Investigate card dispute claims using tools and applications accessible to determine dispute options and cardholder liability.
- Maintain thorough knowledge of Mastercard rules and regulations, state and federal regulations, and Regulation E, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe.
- Complete CUMIS bond claim filing for all eligible card related dispute losses in a timely manner.
- Review various reports from the dispute management application to verify current card case statuses.
- Maintain a team work atmosphere to share information with the counterparts and Member Services team members for disputed and compromised cards.
- Assist with duties of team members as required during absences within the department
- Submit Suspicious Activity referrals as applicable.
- Process and report multiple card compromises to vendor and member.
- Review and investigate Case Tracker Report, and make necessary updates in Client Central, as warranted.
- Log and track provisional credits and balance related GLs.
- Send member dispute resolution notification in reference to provisional credit.
- Prepare plastic card write-offs recommendation report for Manager approval.
- Refer instances of card fraud related trends for Fraud Analyst to investigate.
- Engage in progressing one’s knowledge of internal applications as it pertains to particular role. (Verafin, Centrix, Client Central, etc.)
- Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
- Any other duties as assigned.
