Dispute Resolution Specialist
Current- Provide superior customer service to both internal and external customers via email and telephone, escalate complex concerns as directed- Accurately and efficiently initiate card claims, and advises business partners in the same.- Utilizes critical thinking to investigate complex card fraud, card disputes and ATM dispute cases in which members are victims or perpetrators- Reviews rebuttal documentation and compelling evidence provided by merchants on card fraud claims; responds appropriately- Gathers and documents critical evidence including transaction information, internal reports, online banking records, security footage, and other appropriate evidence- Work closely with Fraud Data Analysts to communicate Card Fraud findings or issues to improve card fraud rules/preventions.- Interviews members, internal partners, and reviews filing phone calls to clarify affidavit statements, as needed- Accurately and appropriately issue credits to members’ accounts, as directed- Process technical and quality reviews to ensure accurate submission of all card claims, both fraud and non-fraud- Processes all card claims submissions across multiple networks- Has a thorough knowledge of regional and international card network rules and regulations, and - Credit Union policies and procedures, applicable to card fraud claims- Ability to take feedback and implement goals to make improvements.- Ability to accel in a fast-paced and goal-oriented environment.- Ability to meet deadlines and adhere to defined time frames.- Promptly and appropriately logs complaints and submits Unusual Activity Referrals (UAR’s) to the BSA Team- Gathers and provides feedback on other business units in regard to all ATM, Card Fraud, and Non-Fraud Card disputes to Recovery Specialists III’s for training and coaching.
