Debit Card Dispute Resolution Specialist

Position Details:
Job Title: Debit Card Dispute Resolution Specialist
Location: Hybrid, Pensacola, FL or Winchester, VA
Schedule: Monday Friday, 40 hours/week
Duration: 6++ months with high possibility of extensions

Description:
Description
To review, process and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases on 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 and loss prevention risk and fraud insurance. Work under direct supervision.

Responsibilities
Review, process and resolve routine Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Client policies and procedures
Research moderately complex adjustments and complete documentation from financial institutions, processors and acquirers to construct cases to be filed against these organizations
Request information and documentation to clarify details or resolve routine dispute cases within mandated time frames and regulations
Make decisions and recommendations within authorized monetary limits
Document, track, monitor arbitration and compliance in routine cases for progress to prevent or minimize financial loss to members and/or Client.
Execute general ledger entries for each case for project balances at the end of each month
Research and complete assigned cases by reviewing Dispute Case Management Systems, Visa databases, Client, Acquirer and Issuer systems, RDR, Visa Online, On-Demand and Online Communication tools
Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
Research, review and provide basic analysis of member claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resolve corrections
Review moderately complex dispute cases and research account history/card activity to credit back invalid charges to member accounts or to chargeback financial institutions, processors and acquirers
Complete basic routine account investigations and respond to actions generated by other financial institutions such as good faith collections, pre-arbitration/pre-compliance cases, chargebacks and representments
Scan chargeback documentation into system, record account actions and case development
Resolve routine claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issues
Initiate and/or respond to communication with members, vendors and other financial institutions
Stay informed of business environment, financial services, regulatory business conditions and newest developments and incorporate these into operations
Manage and adhere to Regulatory Guidelines and Consumer Protection requirements
Provide guidance and assist in training new Level I specialists
Perform other duties as assigned

Qualifications
Required Qualifications
Familiarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures and systems
Exposure to accounting, research or auditing techniques and methods in a financial institution
Experience in assimilating information, analyzing facts and developing logical conclusions
Experience in financial transaction/processing related responsibilities
Exposure to internal auditing, compliance, programming or modeling
Working knowledge of compliance and regulations related to debit card disputes
Ability to handle multiple tasks simultaneously with a high degree of accuracy
Experience in working in a high-volume, fast-paced environment
Effective member/customer service skills
Effective skill following interpretations in applying relevant regulations/instructions, procedures, policies and regulations
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective skill exercising initiative and using sound judgment to make sound decisions
Effective skill interacting tactfully and effectively in difficult situations
Basic database and presentation software skills
Effective organizational, planning and time management skills
Basic research, analytical and problem solving skills