What are the responsibilities and job description for the Dispute Specialist position at Noble Credit Union?
Summary: Responsible for managing and maintaining vendor relationship with Fiserv Dispute Expert for debit and credit card transactions. Review and investigate member disputes regarding ACH, Person-2-Person (P2P Zelle), affidavit of forgeries, etc. as it relates to Regulation E. Primary Dispute Resolution contact for staff and members.
Essential Duties and Responsibilities:
Responsible for managing and maintaining vendor relationships with Fiserv Dispute Expert for debit and credit card transactions. Ensure debit and credit card cases are created by the Fiserv and Optis Contact Centers.
Analyze transaction data and identify potential fraud or unauthorized activity for ACH, Person-to-Person (P2P Zelle), affidavits of forgeries, etc.
Troubleshoot Person-to-Person (P2P Zelle) member inquiries and work with vendors (Fiserv and/or NCR) for resolutions.
Complete dispute form via online or phone to begin the dispute process for ACH, Zelle and/or affidavits of forgeries.
Collaborate with external partners, including merchants and other financial institutions, to resolve all disputes.
Provide exceptional service to members by addressing their concerns and questions. Keep members informed about the status of their dispute and any required actions.
Ensure accurate and timely processing of dispute claims, including provisional/final credits and/or debits to the member.
Responsible for maintaining accurate records of all dispute cases and related communications.
Responsible for monitoring and processing all system reports including but not limited to, Fiserv Dispute Expert, ClientView Reports, Federal Reserve, Core reports, P2P Zelle dispute portal via Compass, etc.
Responsible for applying travel notes timely and accurately on card processing systems to ensure uninterrupted card use.
Responsible for developing and updating dispute procedures and policies.
Responsible for staying current and compliant with Regulation E.
Maintain knowledge of financial institution rules and regulations.
Identify opportunities for process improvements and operational efficiency within daily tasks and implement enhancements to improve performance.
Ability to perform other department duties as assigned
Exercise awareness regarding suspicious activity, money laundering or fraudulent behavior as it relates to cash transactions and overall transaction activity and document any such behavior so SAR filings can be considered.
Ensure compliance with all safety, security and compliance programs including but not limited to BSA, AML, OFAC, Branch Security and Safety.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Associate degree (A.A.) or equivalent from two-year College or technical school; or two to three years’ related experience and/or equivalent combination of education, experience, and training. Experience in financial institutions and Visa and/or MasterCard processing preferred.
This position allows for hybrid work, which typically includes a combination of in-office and remote workdays each week. Hybrid work arrangements are subject to change at any time based on business needs. Employees may be required to report to the office as necessary.