Contractor - Savings & Membership

Debit Card Dispute Specialist – Job Description

Description

To review, process, and resolve debit card dispute claims. Research and process chargebacks, arbitration, or compliance cases with other financial institutions through Visa/Mastercard. Respond to escalated member inquiries from Contact Center and branch personnel. Resolve member disputes directly with merchants. Assist members by reviewing and understanding documentation provided by members and merchants regarding disputes, contract terms, and conditions. Remain alert and informed of threats to account security, counterfeit operations, loss prevention risk, and fraud insurance. Work under direct supervision.

Responsibilities

• Review, process, and resolve routine debit card dispute cases by applying Federal, Visa, and regional network regulations and company policies and procedures
• Research moderately complex adjustments and complete documentation from financial institutions, processors, and acquirers to construct cases
• Request information and documentation to clarify details or resolve routine dispute cases within mandated timeframes
• Make decisions and recommendations within authorized monetary limits
• Document, track, and monitor arbitration and compliance cases to prevent or minimize financial loss
• Execute general ledger entries for each case and project balances at month end
• Research and complete assigned cases using dispute management systems, Visa databases, and communication tools
• Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
• Analyze member claims, transactions, and circumstances to determine appropriate corrective action
• Review moderately complex dispute cases and account activity to credit invalid charges or charge back financial institutions
• Complete routine account investigations and respond to actions from other financial institutions (e.g., pre-arbitration, compliance, chargebacks)
• Scan documentation, record account actions, and maintain case development records
• Resolve routine claims for PIN-based debit card transactions and more complex dispute/chargeback issues
• Communicate with members, vendors, and financial institutions as needed
• Stay informed on financial services trends, regulatory conditions, and industry developments
• Ensure adherence to regulatory guidelines and consumer protection requirements
• Provide guidance and assist in training new Level I specialists
• Perform other duties as assigned

Qualifications

• Familiarity with PIN-based and signature-based dispute/chargeback regulations, processes, and systems
• Exposure to accounting, research, or auditing techniques within a financial institution
• Experience analyzing information and drawing logical conclusions
• Experience in financial transaction processing
• Exposure to auditing, compliance, programming, or modeling
• Working knowledge of compliance and regulations related to debit card disputes
• Ability to manage multiple tasks with high accuracy
• Experience working in a high-volume, fast-paced environment
• Strong customer service skills
• Ability to interpret and apply regulations, procedures, and policies
• Ability to navigate multiple systems and adapt to new technologies
• Strong judgment and decision-making skills
• Ability to handle difficult situations tactfully and effectively
• Basic database and presentation software skills
• Strong organizational, planning, and time management skills
• Basic research, analytical, and problem-solving skills

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!