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Dispute Resolution Officer

Company: AlaskaUSA Mortgage Company
Location: Glendale
Posted on: June 6, 2021

Job Description:


Reports to: Dispute Resolution Manager

Functions Supervised: Electronic Fraud and Disputes

Primary Functions: Responsible for supervising the daily operation of the Dispute Resolution Department. Ensure accurate and timely resolution of member issues as allowed by federal guidelines and Credit Union policies and procedures.

Duties and Responsibilities:

Ensure accurate and timely resolution of member issues as allowed by Regulation E, VISA, NACHA, federal guidelines and Credit Union policies and procedures. Maintain a thorough working knowledge of Regulation E as well as Visa and NACHA dispute guidelines and an in-depth knowledge of best practices. Develop familiarity with applicable state and federal regulations, as they relate to disputed transactions. Provide leadership and direct staff in research, analysis, recommendation, and implementation of the resolution of any member dispute to avoid charge-backs. Review, resolve and analyze fraud/dispute cases, disclosure notification and any dispute related materials to ensure adherence to Regulation E, VISA and NACHA regulations while striving towards the highest recovery and member satisfaction. Develop policy, procedure manuals, and training materials for Dispute Resolution to ensure consistent service quality. Responsible for the development of all Dispute Resolution staff in order to maximize productivity and quality of the resolution effort and limit charge-backs. Review daily reports and complete miscellaneous fraud monitoring tasks. Remain up-to-date on industry information, new products, enhancements, system changes and compliance issues. Handle escalated disputes to ensure prompt resolution. Monitor logs and CAMs alerts to direct the Dispute Resolution department. Perform other duties as assigned.


Education: High school graduate or equivalent. Additional education in accounting or business related field preferred.

Creditable Experience in Lieu of Education: Not applicable

Experience/Skills: Must have two years of previous experience in a similar position with demonstrated ability to supervise. EFT/ATM experience or financial operations experience preferred. Should be familiar with personal computers, Microsoft Word and Excel, and have strong interpersonal skills, as well as the ability to exercise discretionary judgment. Good verbal and written communication skills.

Tenure: Not applicable

Equal Opportunity Employer

Keywords: AlaskaUSA Mortgage Company, Glendale , Dispute Resolution Officer, Other , Glendale, Arizona

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