Chargeback and Resolution Representative

Company Description

STCU is a growing regional organization rated one of the top-performing credit unions in the nation, and named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners committed to working hard, with a fun-loving attitude and a desire to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.

STCU offers excellent benefits: 

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance 
• Flexible schedules and remote-work opportunities
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.  
Salary range: $21.64 - $30.30 per hour

Job Description

The Chargeback and Resolution Representative is responsible for providing dispute resolution support to all members with active claims and employees. This position performs entry and intermediate level card dispute processing, fraud mitigation including rule adjustments with card processor. This position is also responsible for contributing to the overall goals of the department and credit union.

Core Job Requirements/Outcomes

• Perform daily tasks by adhering to documented procedures, accuracy standards, and established deadlines to maintain regulatory compliance and prevent losses to members and credit union.
• Assist on departmental projects by completing assigned tasks, to include member communication, training of staff, and core and vendor systems testing scenarios to identify gaps and recommend changes for process improvements.
• Demonstrate professional communication skills through all interactions by actively listening to member and team needs and being able to articulate messages in a way that is understandable while adjusting content to meet the tone of the audience and demonstrating professionalism to diffuse upset member interactions.

Other Essential Functions

• Perform additional duties as required for the efficient operation of the department and the credit union. This includes providing back up support for daily departmental processes or desk duties when needed.
• Maintain knowledge in and adhere to policies, recommend procedure changes and process improvements in order to support the strategic goals for the department and the organization overall.
• Solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
• Duties may include but are not limited to the processing tasks within assigned dispute queues, investigation of card disputes, reporting of fraud trends and monitoring fraud rules in place.
• External and internal training in relevant regulatory and payments industry responsibilities is a requirement.

Qualifications

Education: High School Diploma or equivalent required.

Job Experience: Minimum one year of member service experience working in a financial institution or customer service-related position.

Software Skills: Knowledge of MS Office programs including Outlook, Word, Excel and Teams.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Travel Demands: Reliable transportation is required due to occasional travel to branches and other locations within the area.

Additional Information

Please review our website for more information at stcu.org/careers.