What are the responsibilities and job description for the Card Services and Dispute Specialist position at Heritage Federal Credit Union?
Heritage Federal Credit Union, recognized by American Banker as one of the Best Credit Unions to Work For, is growing thanks to our focus on helping our members and community. At Heritage, we foster a dynamic and collaborative environment where your contributions truly make a difference. We are searching for a Card Services & Dispute Specialist to join our amazing team!
The Card Services & Dispute Specialist plays a vital role in managing disputes across Card Services, Digital Banking, and Deposit Operations, ensuring timely, compliant, and member-focused resolutions. The Card Services & Dispute Specialist is expected to provide exceptional service to both internal teams and external members, maintaining professionalism, accuracy, and efficiency in every interaction.
What You’ll Do
Heritage Federal Credit Union is a full-service financial institution with over $1 billion in assets and serves more than 65,000 members in Gibson, Posey, Warrick, Vanderburgh, Daviess, Knox, Spencer, Pike, Perry, Crawford, Clark, Floyd, or Harrison Counties in Indiana; or Henderson, Daviess, Hopkins, Hancock, Ohio, McLean, Webster, Union, or Crittenden Counties in Kentucky; or Lawrence, Wabash, White, Gallatin or Hardin Counties in Illinois. As a nonprofit, credit unions provide low-cost financial services to their members and are mission driven. Founded in 1965, Heritage Federal is committed to improving daily lives of those we live and work with, providing members the best financial products and services, and giving back to the local communities through donations, sponsorships, and volunteerism. More information regarding Heritage Federal Credit Union can be located at heritagefederal.org.
EOE
The Card Services & Dispute Specialist plays a vital role in managing disputes across Card Services, Digital Banking, and Deposit Operations, ensuring timely, compliant, and member-focused resolutions. The Card Services & Dispute Specialist is expected to provide exceptional service to both internal teams and external members, maintaining professionalism, accuracy, and efficiency in every interaction.
What You’ll Do
- Accurately process dispute types in compliance with applicable regulations and network rules (e.g., Visa, Accel, Regulation E, NACHA), including: debit and credit card transactions, ATM transactions, ACH entries, Zelle® payments
- Perform general ledger reconciliations related to dispute activity.
- Execute daily card maintenance in core banking and card systems (e.g., Fiserv, ARCOT, Visa).
- Process service events and requests related to card accounts.
- Support retail branches with card issuance logistics and inventory orders.
- Review and correct card creation data submitted by branches.
- Verify and reconcile plastic card orders and shipments.
- Complete Instant Issue reports and balance reconciliations.
- Monitor and respond to fraud alerts per established procedures to minimize member and institutional losses
- Provide operational assistance to Deposit Operations as needed
- Respond to inquiries from members and staff related to card products and services.
- High school graduate or equivalent. A bachelor’s degree in business, finance, or related discipline is advantageous but not required.
- Basic knowledge of card practices and policies.
- Intermediate Excel and Word knowledge.
- Previous experience with dispute processing and card processing is preferred but not required.
- Detail oriented
- Critical Thinking skills
- Good interpersonal skills
Heritage Federal Credit Union is a full-service financial institution with over $1 billion in assets and serves more than 65,000 members in Gibson, Posey, Warrick, Vanderburgh, Daviess, Knox, Spencer, Pike, Perry, Crawford, Clark, Floyd, or Harrison Counties in Indiana; or Henderson, Daviess, Hopkins, Hancock, Ohio, McLean, Webster, Union, or Crittenden Counties in Kentucky; or Lawrence, Wabash, White, Gallatin or Hardin Counties in Illinois. As a nonprofit, credit unions provide low-cost financial services to their members and are mission driven. Founded in 1965, Heritage Federal is committed to improving daily lives of those we live and work with, providing members the best financial products and services, and giving back to the local communities through donations, sponsorships, and volunteerism. More information regarding Heritage Federal Credit Union can be located at heritagefederal.org.
EOE