Chargeback and Resolution Representative

The Chargeback and Resolution Representative is responsible for providing dispute resolution support to all members with active claims and employees. This position performs entry and intermediate level card dispute processing, fraud mitigation including rule adjustments with card processor. This position is also responsible for contributing to the overall goals of the department and credit union.Core Job Requirements/OutcomesPerform daily tasks by adhering to documented procedures, accuracy standards, and established deadlines to maintain regulatory compliance and prevent losses to members and credit union.Assist on departmental projects by completing assigned tasks, to include member communication, training of staff, and core and vendor systems testing scenarios to identify gaps and recommend changes for process improvements.Demonstrate professional communication skills through all interactions by actively listening to member and team needs and being able to articulate messages in a way that is understandable while adjusting content to meet the tone of the audience and demonstrating professionalism to diffuse upset member interactions.Other Essential FunctionsPerform additional duties as required for the efficient operation of the department and the credit union. This includes providing back up support for daily departmental processes or desk duties when needed.Maintain knowledge in and adhere to policies, recommend procedure changes and process improvements in order to support the strategic goals for the department and the organization overall.Solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.Duties may include but are not limited to the processing tasks within assigned dispute queues, investigation of card disputes, reporting of fraud trends and monitoring fraud rules in place.External and internal training in relevant regulatory and payments industry responsibilities is a requirement.