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Dispute Resolution Officer

Company: Global Credit Union
Location: Glendale
Posted on: May 24, 2023

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 -Dispute Resolution Officer (Category 09) -Salary Pay Range: $63,233 - $101,804 annually. Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above. -In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.
  • Short-term and long-term incentives
  • Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
  • 401(k) plan with a 5% match
  • Employee Assistance Program (EAP)
  • Life and disability coverage
  • Voluntary cash benefits for accident, hospitalization and critical illness
  • Tuition Reimbursement
  • Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
  • .Equal Opportunity Employer

Keywords: Global Credit Union, Glendale , Dispute Resolution Officer, Other , Glendale, Arizona

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