Dispute Resolution Specialist I, II, Senior

Company: Alaska USA Federal Credit Union
Location: Glendale
Posted on: June 6, 2021

Job Description:

Reports To: Dispute Resolution Officer

Primary Functions: Ensure accurate and timely management of alerts from various card fraud prevention systems. Provide support to Dispute Resolution's daily operations.

Duties and Responsibilities:

1. Develop a working knowledge of the card dispute processes, systems, and Regulation E timelines.
2. Review alerts from the Visa Risk Manager system and take appropriate action, including contacting members to confirm the validity of alerted transactions and annotating the system per members' responses.
3. Review "confirmed fraud" alerts and reports from Crystal Clear Payments and take appropriate action, including closing/reissuing debit cards and contacting members to determine whether transactions will be disputed.
4. Prepare case files for Dispute Resolution Specialists when member contact results in confirmed fraud and transactions are disputed.
5. Review daily reports to close and reissue compromised credit cards.
6. Assist Dispute Resolution Specialists with completing MRMS requests.
7. Perform other duties as assigned.

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not applicable

Experience/Skills: Must be articulate and possess the ability to communicate with patience and empathy via telephone. Must have detail-oriented writing skills and a strong ability to follow through on assigned tasks. Should be proficient with personal computers, web-based applications, Microsoft Word and Excel, and have strong interpersonal skills, as well as a demonstrated ability to exercise discretionary judgment. One year of previous experience in a similar position or in financial operations is preferred.

Tenure: Dispute Resolution Specialist II, category 13 requires one year tenure in the Dispute Resolution Specialist I category 14 position with performance that meets or exceeds expectations. Senior Dispute Resolution Specialist, category 12 requires one year tenure in the Dispute Resolution Specialist II category 13 position with performance that meet or exceeds expectations. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Keywords: Alaska USA Federal Credit Union, Glendale , Dispute Resolution Specialist I, II, Senior, Other , Glendale, Arizona