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Redstone Federal Credit Union · 2 weeks ago

Chargeback Specialist

Huntsville, AL

Full-time

Onsite

Entry Level

2+ years exp

Redstone Federal Credit Union is a financial services institution seeking a Chargeback Specialist to handle debit card fraud claims. The role involves documenting and processing claims, interacting with members to resolve disputes, and maintaining accurate records to protect the Credit Union from loss.

BankingFinancial Services

Growth Opportunities

Responsibilities

Documents and processes chargebacks on debit fraud transactions, including but not limited to; verifying for accuracy and completeness, gathering relevant documentation, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records

Documents, processes, and stays in contact with members on debit fraud transactions, including but not limited to, gathering relevant information for a successful chargeback, performing research, gathering required documentation and evidence, mailing out documents for member review, and keeping the member up to date on the status of their case

Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to fraud disputes

Stays abreast of all plastic card industry codes and standards, VISA regulations, as well as all applicable Local, State, Federal and NCUA laws and regulations

Maintains records of all work performed. Looks for ways to streamline chargeback processes and recommends process improvement to Management

Handles member questions and complaints regarding debit card activity through phone calls, correspondence and follow-up; utilizes knowledge of Credit Union products and services to provide solutions to members concerns and problems; follows through to ensure member satisfaction

Provides information and assistance to other departments with questions regarding debit or credit card disputes

Serves as an intermediary between cardholder and merchant for any card disputes

Works new fraud debit card cases in a timely manner to stay within compliance as well as making sure Visa Resolution timeframes and processes are followed with each claim to ensure the Credit Union does not experience unwarranted loss

Pulls documents to gather information from the merchant regarding their rebuttal to the dispute and making sure the cardholder gets it in a timely manner to respond if necessary

Works a queue to ensure that cases are combined to any others of the same card number; ensures that provisional credit is not being issued for the same dispute twice; mails required documentation to the member if credit is to be reversed

Qualification

Financial Services ExperienceFraud InvestigationsCustomer ServiceRegulatory ComplianceComputer ProficiencyCommunication SkillsTime ManagementProblem Solving

Required

High School Diploma or GED - Required

2 Years - Financial Services Industry Experience - Required

Experience in card and/or fraud investigations - Required

Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction

Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions

Utilize knowledge and experience in performing job functions

Use logic, reasoning and mathematical skills to solve practical problems and make sound decisions

Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations

Use correct English including spelling, grammar and punctuation

Operate computers and use business software and other standard office equipment

Understand and follow written and oral instructions

Set priorities and manage one's own time effectively. Efficiently handles changing deadlines and multiple concurrent tasks