Payment Dispute Specialist
Start a Rewarding Career with Alliant
What will your day look like?
You will be responsible for researching and resolving all dispute claims. This position must maintain knowledge of all chargeback processing phases, including but not limited to chargebacks, presentments, arbitration, and compliance. The Payments Dispute Specialist will need to know the applicable time limits and required documentation for dispute claims. This position will also receive and process all necessary forms and paperwork for disputed items and chargebacks, receive incoming and place outgoing member calls to provide guidance. Additionally, gather transaction details and enter disputes in to various third-party portals for review. Other responsibilities include providing support to internal partners and members on disputes questions. Guidance and direction is received from the Supervisor, Deposit Services.
Responsibilities
Do you see yourself doing this?
- Resolve ACH, ATM, Debit/Credit Card dispute claims in accordance with NACHA, Reg E/Z and internal Alliant policies
- Resolve member problems within area of responsibility, including but not limited to refunding fees, monetary and non-monetary adjustments.
- Handle and deescalate member and potential member telephone calls concerning disputes (credit, debit, ATM, check & ACH) in an accurate, prompt and courteous manner.
- Scan related mail, prepare documents as needed for dispute cases Initiates and resolves fraud/non-fraud transaction disputes
- Maintain familiarity with VISA, NACHA, Check21, REG CC and UCC4a regulations and operating procedures to assure the timely resolution of chargeback and potential chargeback items.
- Process chargeback items through chargeback systems and send the required chargeback documentation to the appropriate merchant or cardholder bank
- Receive and respond to dispute related correspondence
- Provides project support on departmental or enterprise-level initiatives which may include UAT or release testing
- Responsible for ensuring that all policy and procedural manuals are complete and accurate
- Participates in the cross training of team members and self
- Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act
- Ensures compliance with all applicable state and federal laws, company procedures and policies
- Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives
Qualifications
What makes you a great fit?
You'll be a great fit if in addition to the completion of a high school diploma (Bachelor's degree preferred), and you have:
- Minimum of 1-3 years of experience in Credit/Debit card operations
- Deep functional knowledge of card, ACH and check dispute processes and procedures. Experience with EMV, contactless payment options (e.g. Apple Pay), and advanced knowledge of Reg CC, E, NACHA, Check21, REG CC and UCC4a highly desired.
- Ability to analyze complex situations and use critical thinking skills
- Advanced knowledge of MS Word, Excel and Outlook
- Effective verbal and written communication skills
- Excellent customer service skills
- Must be detail oriented with strong multi-tasking skills
- Ability to use a continuous improvement approach to enhance intra-departmental processes
When you're happy, we're happy!
As a thank you for joining our team, you'll benefit from:
- Competitive medical, dental, and free vision benefits
- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off
Still not convinced?
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