Debit Card Dispute Resolution Specialist

To review, process and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases on other financial institutions through Visa/Client. Respond to escalated member inquiries from Contact Center and branch personnel. Resolve member disputes directly with merchants. Assist members by reviewing and understanding documentation provided by members and merchants regarding disputes, contract terms and conditions. Remain alert and informed of threats to account security, counterfeit operations and loss prevention risk and fraud insurance. Work under direct supervision.Responsibilities:Review, process and resolve routine Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Navy Federal policies and proceduresResearch moderately complex adjustments and complete documentation from financial institutions, processors and acquirers to construct cases to be filed against these organizationsRequest information and documentation to clarify details or resolve routine dispute cases within mandated time frames and regulationsMake decisions and recommendations within authorized monetary limitsDocument, track, monitor arbitration and compliance in routine cases for progress to prevent or minimize financial loss to members and/or Navy FederalExecute general ledger entries for each case for project balances at the end of each monthResearch and complete assigned cases by reviewing Dispute Case Management Systems, Visa databases, Client, Acquirer and Issuer systems, RDR, Visa Online, On-Demand and Online Communication toolsIdentify transactions where chargebacks can be applied and resolve provisional credit adjustmentsResearch, review and provide basic analysis of member claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resolve correctionsReview moderately complex dispute cases and research account history/card activity to credit back invalid charges to member accounts or to chargeback financial institutions, processors and acquirersComplete basic routine account investigations and respond to actions generated by other financial institutions such as good faith collections, pre-arbitration/pre-compliance cases, chargebacks and representmentsScan chargeback documentation into system, record account actions and case developmentResolve routine claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issuesInitiate and/or respond to communication with members, vendors and other financial institutionsStay informed of business environment, financial services, regulatory business conditions and newest developments and incorporate these into operationsManage and adhere to Regulatory Guidelines and Consumer Protection requirementsProvide guidance and assist in training new Level I specialistsPerform other duties as assignedQualificationsRequired QualificationsFamiliarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures and systemsExposure to accounting, research or auditing techniques and methods in a financial institutionExperience in assimilating information, analyzing facts and developing logical conclusionsExperience in financial transaction/processing related responsibilitiesExposure to internal auditing, compliance, programming or modelingWorking knowledge of compliance and regulations related to debit card disputesAbility to handle multiple tasks simultaneously with a high degree of accuracyExperience in working in a high-volume, fast-paced environmentEffective member/customer service skillsEffective skill following interpretations in applying relevant regulations/instructions, procedures, policies and regulationsEffective skill navigating multiple screens and PC applications and adapting to new technologiesEffective skill exercising initiative and using sound judgment to make sound decisionsEffective skill interacting tactfully and effectively in difficult situationsBasic database and presentation software skillsEffective organizational, planning and time management skillsBasic research, analytical and problem solving skillsCustomer Service