Dispute Processing - Credit Card Member Specialist

Job Summary

The Credit Card Member Specialist is responsible for providing support to internal and external members on all credit card maintenance and expert-level consultation on all aspects, including payments, reversals, applied interest across protected balances, building consumer and consumer profiles, and card conversions. This position includes a strong focus and prioritization on servicing members for fraud and merchant disputes; creating new credit card disputes and maintenance on existing disputes.

This position has responsibility for additional credit card problem-solving, providing solutions and education for staff and members, processing credit card settlement reports, and have a firm understanding of credit card systems, including vendor platforms are critical.

Essential Functions

• Responsible for the resolution of daily inquiries relative to credit cards, including direct member inquiries or those on behalf of the Contact Center or Branch personnel. Exemplifying best-in-class service while providing education to our internal and external members.
• Work appropriately and timely handling of credit card disputes and research, and ensures chargebacks are filed according to regulations.
• Work appropriately and timely handling of Lost/Stolen reports, placing necessary restrictions to mitigate loss, and ordering new cards promptly.
• Process credit card settlement reports timely, communicating out any red flagsor concerning entries to relevant persons.
• Contribute to a sense of teamwork and purpose within the department through collaboration and making informed recommendations/decisions
• Provide professional, high-quality service to our members and all fellow employees
• Provide ideas and input for increasing operational efficiencies by streamlining processes and/or recognizing inefficient use of time/effort and outdated tasks.
• Other duties as assigned
  
  

Knowledge, Skills & Competencies

• Effective verbal and written communication skills, ability to clearly document changes in procedures
• Solid understanding of financial institution operations policies, procedures, and applicable regulations
• Ability to make decisions in circumstances that may not be well defined, being adaptive when necessary
• Collaborative team mentality combined with critical thinking, empowered to provide input
  
  

Qualifications

• High school diploma or equivalent required
• 4-6 years of successful experience working in a financial institution required
• 4-6 years’ experience in a direct customer-facing role required
• 4-6 years of experience with credit card systems and functions required
• Understanding of RegZ dispute cycles preferred