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If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

DIMENSIONS

Contact with members, branch, Member Services Support Center, operations employees, and third-party resources via phone, mail, and email.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES       

• Performs chargeback/dispute resolution processing and handles dispute inquiries.
• Validate accuracy of claim classification to determine the course of action needed to resolve the claim and retrieve additional documentation from cardholder if needed.
• Handle all aspects of the dispute process in compliance with Visa/Mastercard, federal and state rules and regulations.
• Resolves routine and increasingly complex member disputes, processes the issuance and reversal of provisional credit, and issuance of permanent credit to member accounts as needed.
• Resolve cardholder liability based on the results of a reasonable investigation.
• Document the results of the case in the appropriate case management system.
• Pay attention to details to mitigate financial losses, review merchant responses, and recover funds on behalf of the member.
• Review and respond to cardholder inquiries relating to the status of an existing claim.
• Answer incoming phone calls and emails from branch, Member Service Support Center, and operations personnel seeking assistance with card fraud related topics. 
• Identifies and handles existing and emerging risks
• Monitor and assist in the reconciliation of general ledgers to minimize potential loss for the credit union
• Analyzes and assesses incidents or cases that may be complex and require knowledge of several different products or account types
• Stays current with industry trends and maintain a strong knowledge of Visa/ Mastercard Operating Regulations and Regulation E/Z with regards to dispute processing
• Provide subject matter expertise during internal and external projects and engagements
• May act as an escalation point for lower-level employees to resolve issues and provide training
• Broader work or accountabilities may be assigned as needed
• 50% Perform investigations involving moderately complex fraud claims. Identifies and handles existing and emerging risks.
• 20% Perform chargebacks, and recoveries.
• 10 % Assist members and other credit union employees
• 10% Stay current with industry trends and business enhancement.
• 10 % Review and correct outstanding general ledger items to minimize potential loss for the credit union.

REQUIREMENTS

• Must be proficient and satisfy all job requirements for the Card Fraud Analyst II position
• Consistently exceeds compliance, quality, and efficiency standards
• Demonstrates a thorough understanding of Banking Regulations and Bank Card Association Rules to include Reg E and/or Reg Z, as well as UDAP and all applicable financial regulations.
• Maintain high level working knowledge of SECU dispute processing platforms and associated applications.
• Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills
• Ability to take initiative and work independently with minimal supervision
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Proven track record of working cross-functionally to navigate complex challenges that lead to tangible results
• Strong knowledge of network operations and acquirer/issuer responsibilities
• Strong analytical skills
• VP/SVP recommendation for promotion and salary increase

EDUCATION/EXPERIENCE            

• High School Diploma or GED required    
• Bachelor’s Degree, Associates Degree in a related field, or equivalent combination and/or experience preferred.
• Visa/Mastercard chargeback experience
• Specific training and knowledge of Visa Regulations and Regulation E/Z
• Card Member Service or Operations experience required

Shift is rotational. Four days on and four days off 7am-6pm. Position is hybrid but not 100 % remote.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.