Hours: 8:00 am – 5:00 pm, Monday – Friday

Pay: $20.25/hr. or possibly higher depending on experience.

This position is on a hybrid working schedule with required days in-office.

Your Purpose will be:

The person in this position will receive and process incoming ATM/ITM and Card disputes. This position will also receive and handle incoming and outgoing member and staff phone calls/emails pertaining to disputes. Also, every employee is responsible for fulfilling our Mission Statement: To improve the financial well-being of our members, while providing world class service.

What you’ll do:

• Customer Service - assist members/branches/departments with dispute intake which include but not limited to: Dispute intake, write-up, processing, and misc. items. This includes answering questions and responding to phone calls (inbound & outbound), emails, service events, and misc. follow-up items.
• Ensure compliance with the rules and regulations governing disputes.
• Reviews, and submits disputes to card processor for chargeback rights and recovery of funds.
• Process and review merchant documents regarding responses from chargeback submission.
• Provides final dispute resolution to members.
• Provide additional information, review, and respond to requests from Visa DPS.
• Process dispute close outs.
• Back up to Dispute Intake Rep as needed.
• Back up support to Card Services and Fraud team phone calls as needed.
• Complete department projects as assigned.
• Understands the Bank Secrecy Act and how it is applied.

Perks for you:

• Affordable health insurance with employer HSA contributions.
• 14.47% 401(k) contribution (no matching necessary).
• 18 PTO days each year.
• 12 paid holidays.
• Opportunity for advancement and career growth.
• Ongoing paid training opportunities.
• Discounts on Credit Card interest rates.
• Discounts on Mortgage Loan fees.
• Plus other employee banking perks.

The experience you need to succeed:

• Six to twelve months of experience working in a Customer Service role within a Financial Institution.
• Good working knowledge of Card Services/Dispute practices and principles.
• Proven ability to communicate well over the phone.
• Must have High School diploma or equivalent G.E.D.
• Proficient with standard office business machinery and software. With a working knowledge of Microsoft Word/Excel/Outlook.

Work Environment & Physical Requirements:

• Works primarily in an office or remote environment. This includes but is not limited to various outdoor and indoor climates and driving conditions. (Hybrid or work from home employees must be able to report in office if required.)
• While performing the duties of this job, the employee may regularly need to: see, talk, hear, and perform repetitive movements with arms, hands, and fingers to handle, feel, grasp, and reach. A computer, phone -possibly including a smart phone, and standard office equipment are normal tools for this position. Specific vision abilities that may be required by this job include close vision and distance vision. The employee may at times also need to: climb, balance, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.