What are the responsibilities and job description for the Disputes & Fraud Generalist position at APL Credit Union?
Job title | Disputes & Fraud Generalist |
Reports to | Card and Payment Supervisor |
FLSA Status | Non-exempt |
Pay Grade | 6 |
Job Summary
The Disputes & Fraud Generalist is responsible for overseeing all aspects of the Credit Union's Plastic Card Disputes and Fraud processing. This position is also responsible for supporting the department with Wires Transfers, ATM Program Servicing and Balancing, Check Clearing Adjustments, and monitoring and clearing task manager work queues.
Essential Duties
- Act in accordance with the core values to assist in reaching APL Federal Credit Union’s mission and vision.
- Responsible for conducting a reasonable and thorough investigation on all disputes, along with attaining pertinent documentation used in the investigation by our third party vendor. Prepares correspondence/documentation for members throughout the dispute claim process.
- Reviews resolution center Client Activity Queue (CAQ), correspondence, and documentation provided by third party vendor platforms for members filing disputes to ensure communications are accurate and timely.
- Perform PIN chargebacks and work the Exception Processing Response Queue in Star Station.
- Maintain detailed records of all dispute-related activities and ensure compliance with regulatory requirements and timeframes.
- Provide regular updates to management on the status of disputes and recommend improvements to dispute resolution processes.
- Creates Dispute case in the core system and provides appropriate provisional credit and adjustment entries to settle the member dispute ensuring timely processing within compliance timeframes.
- Reviews resolution center cardholder disputes to ensure funds are received and settled for disputes timely.
- Ensure third party vendor processes chargebacks through the resolution in alignment with Networks regulations and timeframes (Visa/Pulse/Star).
- Follow Regulation E and Z for dispute management and processing.
- Understanding of chargeback life cycle for card networks. Reviews third party resolution center CAQ for chargebacks and representments and responds with appropriate follow-up action in according to network regulations. Ensures timeliness and accuracy of dispute processes and ensures process aligns with regulatory claim process requirements.
- Reviews dispositions on cardholder disputes to ensure decisions align with regulatory/network requirements. Processes Dispute Case Close out in the core system.
- Communicate with all parties involved to gather information and clarify issues related to the dispute. Effectively communicates with internal workgroups to resolve issues related to member disputes.
- Timely and accurate reconciliations of all Dispute and Switch balancing GL accounts. Perform research and resolve any outstanding items timely.
- Perform risk management activities. Regularly monitors disputes to gauge influx of cases and find trends in the dispute data. Investigate and analyze fraud trends, 3-D Secure fraud trends, and lost or stolen card alerts in a fast-efficient manner.
- Reviews fraud alerts and evaluates against current fraud claims. Perform necessary analytical analysis to determine fraud trends and work with outside vendors to recommend and implement fraud rules to protect our member’s assets and mitigate fraud losses.
- Maintain compliance with Federal regulations, VISA rules and regulations, ATM Network rules and regulations, as well as insurance claims requirements. Monitor and update operating procedures to ensure compliance with all rules and regulations as we as develop and implement resolution strategies that align with organizational policies and best practices.
- Perform card blocking, card ordering, travel alerts, chargeback processing, and reviewing Core system task manger queues for Disputes.
- Answer member questions as necessary regarding Plastic Card problems with statements, cards, etc... beyond the Member Service Department level. Process exemptions on the third party vendor system for members receiving declined transactions.
- Review and process transmission files for Money Orders and Official Checks.
- Assist Card and Payment Supervisor with the preparation of month-end, quarter-end and year-end financial and statistical reports.
- Develop and enhance spreadsheets for reporting purposes; streamline dispute and fraud processes.
- Maintain Records in compliance with records retention requirements.
- Must be available for holiday schedule rotation. Available to work on days the Federal Reserve is open but the Credit Union is closed.
- Maintain information security.
- Other duties as assigned.
Non-Essential Duties
- Responsible for processing wire transfer activity including incoming or outgoing Domestic and International wire transfers. Verifies and reviews incoming and/or outgoing wire transfers to ensure the authenticity of member authorization and/or approvals. Ensures the appropriate member accounts are debited/ credited accurately and within prescribed timelines.
- Answer member questions and review task manager queues regarding Accounting Department issues with Check Clearing Errors, statements, wires, ACH, etc, beyond the Member Service Department level.
- Assist with maintaining the credit union ATM program including following up on machine variances, manual posting of rejected transactions, mailing notices of problems to members, processing network adjustments, daily ATM reports and balancing, and ATM Cash Orders.
- Working with third party cash delivery team for ATM Servicing and processing remote balancing entries as needed.
- Process check adjustments and encoding errors through Federal Reserve within required timeframe and follow up until resolution.
Qualifications
Education: High school diploma or GED required, Bachelor’s Degree is preferred. A combination of education and work experience may be considered in lieu of a degree.
Experience: Must possess 3 years’ experience in related field in a financial institution. Experience in plastic card dispute and card fraud management is preferred. Skilled with Microsoft Word, Excel, Outlook, and related software applications. Strong customer service skills including written and verbal communication.
Working conditions
Work is performed in an office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You will be expected to be available during weekends or after business hours including holidays in which the credit union is closed as business dictates.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands and fingers, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] and other supplies that may weigh in excess of 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Direct reports
- Not Applicable
Competencies
- Accountability – ability to take responsibility for one’s actions, tasks, commitments. Follow through on deadlines.
- Accounting and Finance - Thorough knowledge of financial and accounting practices and procedures. Understanding of governmental regulations and reporting requirements.
- Analytical – ability to break down challenging or complex information into smaller manageable details for understanding, enhancement, and resolution. The ability to perform basic calculations quickly and accurately.
- Attention to detail – strong focus on accuracy in transactions and record-keeping.
- Confidentiality – handles member and co-worker information with discretion.
- Communication skills – clear verbal and written communication with customers and team members. Read and interpret documents, along with the ability to write routine reports and correspondence.
- Decision Making – ability to act with confidence on one’s own following appropriate policies and procedures while utilizing resources available to make decisions.
- Emotional Intelligence – maintain self-awareness, self regulation, self motivation, social awareness/empathy, and relationship management.
- Flexibility and Adaptability – ability to be flexible and adaptable to everyday changes and credit union needs. Can quickly shift gears to assist peers without hindering one’s own responsibilities.
- Initiative – ability to be a self-starter.
- Member Service – must interact with members in a professional and courteous manner, while maintaining composure in busy and stressful situations. Put the members first and strive for a positive experience with each interaction.
- Organized – skilled at organizing oneself, workspace, and tasks.
- Problem Solver – ability to identify, address and resolve concerns or discrepancies effectively using critical thinking skills to develop logical solutions.
- Process and Procedures – ability to follow policies and procedures and enhance for better efficiencies.
- Professionalism – represent the Credit Union values through appearance and behavior.
- Regulatory compliance and security – ability to comply with credit union regulations and security.
- Reliability – consistently showing up on time and being dependable for coworkers and members.
- Resourceful – the ability to rely on resources available independently.
- Technology Proficiency – intermediate proficiency in MS Office; specifically, Word, Excel, and PowerPoint. Knowledge of Visa Online, Keystone, Velera, Payment Exchange, FedLine Advantage, Alkami system.
- Time Management – ability to manage tasks efficiently in a fast-paced environment. Being able to move from one task to another in a quick manner.
Benefits and Salary
The hourly compensation range for this position is $31.25/hr. - $36.06/hr. In addition, APL Federal Credit Union provides employees with a generous benefits package that includes health, dental, vision, life insurance, company paid Short-Term and Long-Term Disability, a 401(k)-retirement plan with employer contribution, Pension Plan, paid vacation, paid holidays, and more!
APL Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Salary : $31 - $36