ATM, Card Processing, Case Management, Chargebacks, Communication Skills, Credit Analysis, Credit Processing, Customer Escalations, Customer Relationship Management (CRM), Data Analysis, Interpersonal Skills, Lift/Move 25 Pounds, Maintain Compliance, Microsoft Excel, Microsoft Word, Multitasking, Operations Processes, Regulations, Salesforce.com, Service Delivery, Team Player, Trend Analysis, Willing to Travel, Writing Skills
PenFed is hiring a (Hybrid) Card Dispute Specialist at our Omaha, Nebraska location. The incumbent must be proficient with the efficient review and accurate processing of credit, debit and ATM card transaction disputes and pre-arbitration chargebacks. They must also be proficient with working in PenFed’s case management CRM (Salesforce) and Fiserv’s First Disputes, EASE and STAR Station exception case management applications. The incumbent will maintain a daily card transaction dispute case log while performing other duties as assigned. Other duties will include but are not limited to getting a second opinion on complex and/or high dollar dispute cases, provide coverage for coworkers who are out of the office as well as assisting with card dispute case inquiries and escalations.
Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Accurately and efficiently review and process Credit, Debit, and ATM card transaction dispute claims/chargebacks.
- Conduct reasonable and logical investigation to resolve card transation dispute claims.
- Meet or exceed departmental daily case resolution and case quality requirements.
- Maintain a daily case log while meeting all Regulation E, Regulation Z and card/network scheme requirements and chargeback timelines.
- Assist on the Card Dispute Assist line helping the MSR/BSR’s or Service and Support team with questions regarding existing or new card transaction dispute claims.
- Maintain thorough knowledge of credit, debit, and PIN operating procedures, be up to date and proficient with Regulation E and Regulation Z as well as with internal PenFed policies.
- Deliver high quality servicing to internal and external partners.
- Notify Manager of any compliance gaps or processing errors.
Qualifications:
Equivalent combination of education and experience is considered.
- High School Diploma or equivalent combination of education, training and experience, required.
- Associate’s Degree, preferred
- Minimum of two (2) years of direct and detailed knowledge of credit, debit, and ATM payment card operations with a focus on exception processing and case management.
- Minimum of two (2) years of direct work experience in a large card disputes or fraud chargeback operations department.
- Effective verbal, written, and interpersonal communication skills.
- Skill in comprehending and analyzing data and identifying trends and drawing conclusions.
- Ability to make informed decisions.
- Ability to multitask in a fast-paced environment.
- Working knowledge of Microsoft Excel and Word.
- Team player who can work independently.
Supervisory Responsibility
This position will not have any direct reports.
Licenses and Certifications
There are no additional certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to alternate PenFed locations as needed.
Pay Transparency
The anticipated starting hourly range for this role is $16.82 - $25.12
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.
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