JOB Objective:
This position is accountable for managing the card dispute process. Ensures chargebacks, and all department processes are in compliance with policies, procedures, and regulations. Subject Matter Expert in chargebacks and card disputes. Stays current with new developments in the fraud and loss prevention field, and responsible for monitoring, analyzing, and making recommendations/implementing solutions to mitigate card fraud and losses.
Supervisory responsibilities:
This position reports directly to the Manager of Fraud and Dispute Resolution
Direct
NATURE & SCOPE:- Manage daily operation and administration activities of the Card Resolution staff according to established procedures and timeframes.
- Provide detailed analysis of dispute case management. Technical aptitude for analysis and problem solving as related to all financial products offered.
- Ensures member experience is in the forefront when determining fraud mitigation strategies and when interacting with members.
- Collaborates with other credit union departments and vendors to resolve issues quickly and proactively develops internal procedures.
- Reviews and recommends changes to card neural network strategies, including real time P2P, Signature and PIN transactions.
- Acts as the credit union subject matter expert on disputes. Recommends responses and procedural changes to audit findings.
- Reviews, researches and approves monthly invoices within approval limits.
- Ensures department monthly reports are prepared and submitted timely.
- Ensures that appropriate chargeback rights are exercised and deadlines are met to minimize credit union liability. To include Representments, Pre-Arbitration, and Arbitration.
- Conducts regular staff meetings to ensure the team is delivering a great member experience, enhance teamwork, share information, improve productivity and maintain proper security and operations.
- Ensures development of staff by providing mentoring, effective training/cross training, observations, feedback/counseling, timely and fair performance appraisals, and effectively motivating employees. Makes recommendations for employee performance improvement plans and disciplinary action.
- Interviews potential new hires and/or promotion of existing employees.
- Recommends and implements efficiencies and cost saving ideas.
- Ensures correspondence is professional, accurate and timely.
- Ensures applicable general ledger accounts are balanced monthly.
- Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity.
- Assists with growth of the credit union, implementing policies and procedures and embracing the credit union's Mission, Vision, and Values.
- Plans, documents and reviews disaster recovery strategies for critical processes/functions assigned to the Dispute Resolution area.
- Performs other duties as assigned.
Education, skills, & abilities:
The Eight Superpowers
- Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
- Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
- Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
- Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
- Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
- Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
- Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.
- Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.
Other Education, Skills, and Abilities- Two years in a supervisory/management position performing the full range of supervisory duties and card dispute and fraud related functions is required. Strong working knowledge of dispute processing/resolution including chargeback processing, card network routing required. Bachelor's degree is preferred or 5 years equivalent financial industry experience.
- In depth knowledge of applicable laws and regulations as they relate to Mastercard, Regulation E, Regulation CC, and Regulation Z.
- Strong knowledge of Mastercard processing including chargebacks and the arbitration process.
- Ability to follow posted work procedures, interact effectively with all levels of staff and accept direction and constructive feedback from a manager.
- Strong organizational skills, attention to detail, and the ability to handle multiple projects simultaneously. Possess strong written and verbal communication skills, strong problem solving and analytical skills.
- Good understanding and technical knowledge of electronic services.
- Ability to exercise discretion and independent decision-making within the scope of card dispute operations and practices.
MAJOR ACCOUNTABILITIES:
- Manages credit union card chargeback and dispute process; develops mitigation strategies to reduce loss exposure in multiple payment channels.
- Manages daily operation and administration activities of the card dispute area according to established procedures and timeframes.
- Ensures development of staff by providing mentoring, effective training/cross training, observations, feedback/counseling, timely and fair performance appraisals, and effectively motivating employees. Makes recommendations for employee performance improvement plans and disciplinary action.
- Analyzes payment data and stays abreast of industry trends and provides appropriate reporting to management.
- Provide key performance indictor reports.
- Excellent ability to communicate, both verbally and in writing.
PHYSICAL REQUIREMENTS:- Ability to tolerate periods of continuous sitting. Ability to lift up to 10 - 15 lbs.
ENVIRONMENTAL CONDITIONS:- Work is primarily performed within a cubicle office setting. Subject to standard background noise found in an office environment.
Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.Management reserves the right to assign or change duties and tasks to this position at their discretion.Salary Range (annual) 
