What are the responsibilities and job description for the Card Dispute Representative position at FIRST SERVICE CREDIT UNION?
Role:
Serve as the credit union's primary specialist for card-related fraud, disputes, and risk mitigation. Investigate and resolve debit, credit, ATM, Zelle, and other P2P payment disputes in full compliance with Regulation E, Visa/Pulse rules, and the Electronic Fund Transfer Act. Process card suppressions, manage compromised card events, and action real-time alerts from card networks to protect members and minimize financial loss to the credit union.
Essential Functions & Responsibilities:
Thoroughly investigate, process, and resolve all card-related disputes (debit, credit, ATM), Zelle disputes, and other P2P payment disputes in accordance with Regulation E timelines, Visa operating regulations, Pulse rules, and internal policy. Conduct detailed research using transaction history, merchant documentation, member statements, and network tools to determine liability and protect both members and the credit union from unnecessary losses.
Process all card suppression requests and compromised card reissues.
Monitor, action, and resolve real-time fraud alerts from Visa (VCAS/VDMP), Pulse, and internal fraud detection systems. Make rapid risk-based decisions on transaction authorization, card blocks, or member contact.
Identify emerging fraud patterns, recommend rule changes in the fraud detection platform, and collaborate with the Fraud Supervisor on new prevention strategies.
Perform other job-related duties as assigned and remain current on all regulatory changes affecting card disputes and electronic funds transfers.
Performance Measurements:
- 100% compliance with Regulation E provisional and final resolution timelines with zero monetary penalties or regulatory findings.
- Investigations are thorough, well-documented, and defensible in the event of member escalation or regulatory exam.
- Demonstrate proactive identification of new fraud trends and actionable recommendations for prevention.
- Accept individual accountability and responsibility for the success of FSCU, including meeting assigned goals and projects.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Expert knowledge of Regulation E, Visa/Pulse dispute rules, and the Electronic Fund Transfer Act.
Strong investigative and analytical skills with attention to detail.
Ability to interpret merchant documentation, authorization logs, and network reports.
Comfort making time-sensitive, risk-based decisions that balance member experience and credit union loss exposure.
Excellent written documentation skills for dispute responses and case notes.
Physical Requirements: Standard office requirements including prolonged computer use and telephone, text and email communication.
Work Environment: Professional office setting; may occasionally require extended hours during large fraud events or data compromises.