Card Dispute Analyst - Debit Network

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on...

The Card Disputes Analyst- Debit Network is responsible for analyzing and investigating disputed transactions, obtaining documentation to support findings and following procedures necessary to provide the member with a timely resolution while complying with established rules and regulations set forth by debit network operating regulations, PSECU policies, and departmental policies & procedures. The Card Disputes Analyst- Debit Network when working disputes is responsible for assisting members with all discrepancies or errors that occur while using an ATM machine to include double posting, unauthorized use, missing deposits, withdrawal or deposit discrepancies, incomplete transactions and any transaction not credited or debited within their account. This position also requires detailed knowledge of Federal Regulation Z (Truth in Lending), Regulation E (Electronic Funds Transfer), and Regulation CC (Funds Availability Disclosure). This individual must also be able to effectively evaluate cardholder disputes, be able to develop an action plan to resolve the case and to communicate results to cardholders. The applicant must have excellent communication skills in order to process dispute resolution cases with other 3rd parties. This position requires the individual to know plastic card fraud classifications and their impact on the issuer and cardholder. This person must demonstrate knowledge related to card fraud and how best to mitigate card losses. This is a dynamic position that requires a high degree of analytical ability and the ability to handle multiple tasks. A strong knowledge of the Core system is required as well as ensuring strict confidentiality and document control to ensure member and card data is secure and protected from compromise. This position requires a person to be flexible as this person must be able to work with a high degree of independence and a willingness to adapt to changing circumstances. Responsibilities include: direct member contact, communicating and working well with others, initiative in problem solving and decision-making capabilities, as well as creativity and exceptional judgment. Strong communication and interpersonal skills are required to establish and maintain effective working relationships with PSECU Management and employees, Law Enforcement personnel and any other 3rd parties having an association with PSECU.

In this position, you will

• Dispute Processing: Receives and processes member requests to investigate disputed transactions, using analysis and interpretation of facts and understanding of the debit network. Must have knowledge of the exception processing as it relates to cardholder disputes within the debit network and various software applications. Must be able to use various programs to perform transactions related to cardholder disputes. Must have knowledge on ATM transaction discrepancies at both proprietary and non-proprietary terminals. These disputes must be researched for both member and non-member related activity.
• Performance Improvements and Training: Communicates backlogs in workflow, changes/updates in dispute processing, and/or processing inefficiencies to management, and recommends modification to disputes notes and/or policies/procedures. Continued education to keep up to date with new exception processing knowledge within the cards industry. Assist in the testing of reports that provide the measurement of workflow. Provide assistance in cross training peers within the scope of the role.
• Compliance, Regulations, Bylaws: Maintains required knowledge of PSECU bylaws, policies, and internal practices as they relate to the role. Must have Regulation E, Regulation Z, and Visa/Debit Network operation rules knowledge as they relate to card fraud and cardholder dispute. Must complete annual training as the courses pertain to the specific role within the credit union.
• Relationship Management: Communicates verbally and in writing with members informing them of any progress made with the dispute transactions or requesting additional information needed by PSECU. Will counsel members for most feasible resolutions to disputed transactions. Communicates with other FI's and merchants regarding known discrepancies related to ATM or POS purchase transactions. Communicates verbally and in writing with internal business units to effectively meet member needs.
• Back-Office Support: Reviews daily reports and email inboxes. Process incoming mail to the unit. Provides backup support for other skills within the dispute's units.
• Other duties as assigned.

Qualifications: Required & Preferred

GED (Required), High School (Required)

Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.

Physical Demands and Sensory Abilities:

Repetitive movement of hands and fingers (e.g. typing, writing).

Lifting and carrying containers weighing as much as 20-30 pounds (e.g. to/from building and vehicle to a storage area).

Sitting for long periods of time (e.g. at a desk, in meetings).

Ability to reach above, at, and below the waist.

Ability to reach above, at, and below shoulder level.

Occasional bending, kneeling, stooping and/or squatting.

Visual acuity.

Auditory acuity.