Dispute and Transaction Analyst

Voted Forbes list of America’s Best In-State Credit Unions 6 years in a row!

At Northeast, our core values drive our mission and vision. Our mission is to enrich and nourish the lives of others: Our members, our employees, and our communities.

Experience Driven-People Focused: Collaborate with team members to provide the best experience possible for our members.

Be a Force for Good: Support volunteerism and community engagement inside and outside of the organization.

Empower Excellence: Communicate openly and care for the well-being of yourself and your team. Build results through positive relationships that support diversity and inclusion.

Lead From Your Seat: Challenge the status quo! Be your true self and take initiative, while supporting and recognizing those around you.

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Role: The Dispute and Transaction Analyst is an intermediate level position that serves as a subject matter expert in all matters relating to; Dispute claims and investigation of all Visa Debit/Credit cards, Checks, ACH, ATM, and other transaction types (i.e. Card Rewards program) that may need an analysis for dispute reasons from members. Processes all disputes and any related chargeback processes with relevant vendors according to policies and procedures within the dispute tracking system. Analyst role requires investigative processes and tools to facilitate transaction dispute including member and merchant contact, documentation review, and any internal review with other departments as identified. Must be proficient in all rules and regulations relating to the various transaction channel disputes are processed from.

Daily operations in additional to dispute processes are management of Fiserv's EnFact fraud rules cases and accessing systems such as Synapsys, DocuSign, and Centrix DTS. Works with Accounting to facilitate monthly reconciliations and write-off processes with losses for the credit union. Keeps records and accounts accurate and current through researching and resolving outages and discrepancies.

Adheres to and upholds Northeast Credit Union's Values and Service Standards.

Essential Functions & Responsibilities:

Work involves extensive communication including, but not limited to, verbal, written and electronic, interaction, and collaboration with people on a daily basis in order to provide exemplary service.

55% Processing of disputed Visa Debit/Credit cards, Checks, ACH, ATM, and other transaction types (ie;Card Rewards program). Includes investigations of dispute reason and internal supporting material and processes. Managing cases in Dispute Tracking System (Centrix). Reporting o Working daily IC10. Fiserv emails for open cases requiring review and follow-up

20% Ensure all Synapsys queues, DocuSign, organizational emails, and department phone calls are managed in a timely manner. Assigning of work queue within team.

10% Daily, weekly, and monthly report downloading and processing. Write-off processing and posting with Accounting and management review. Retail and Contact center support for EnFact fraud cases requiring assistance with member. Regular Training and certification needs. Includes organizational required training, departmental training, identified certifications, and regulations training.

10% Processing CAMS alert (Compromised Account Management System) and relevant procedures and re-issues if warranted based on department policy. Works with Senior role and management on Common Point of Purchases (CPP) to mitigate card fraud trends.

5% Other job-related duties assigned.

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

Knowledge and Skills:

Experience: Three to five years of similar or related experience. Previous financial institution and Card operations, dispute management, and investigative experience preferred.

Education: A high school education or GED.

Professional Office Environment. Work location is a cubicle environment. Flexible work schedule for remote work on a case by case basis.

Benefits We Offer:

• Employee loan discount
• Student loan/tuition assistance program
• Comprehensive medical/dental/vision +
• PTO and paid federal holidays
• Weekly paychecks
• 401k plan with employer match/profit sharing
• Participation in the Annual Incentive Plan

Additional Perks:

• Continued training and advancement opportunities
• Balanced/Predictable schedule; all locations close at 5pm and on Sundays
• Opportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
• Local Volunteer Opportunities with employer contributed Volunteer Day
• Company Outings and annual Summit
• Hybrid work environments

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Equal Opportunity Employer