Address
Form of workSUMMARY:
Responsible for handling incoming chargebacks (fraud and merchant disputes), reviewing documentation, performing research, entering re-presentments, handling pre-arbitration cases, including items received on the acquirer side, in accordance with policies established by Visa Operating Regulations, Federal regulations, and established Credit Union policy. Maintain a close working relationship with the Fraud Department, Credit Union employees, insurance vendor, and card processor to successfully process disputes and chargebacks as regulations are updated, while ensuring there is minimal loss to the Credit Union and member. Must maintain adherence to all regulatory deadlines.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
• Review daily incoming documentation in response to chargeback notifications received by staff or card processor.
• Research, prepare, and process faxed, written, electronic, and oral communication to and from members, merchants, card processor, and regional networks (STAR Station) regarding all stages of the chargeback case(s) while meeting compliance guidelines established by Regulation E.
• Identifies, analyzes, and monitors inquiries or requests to ensure complete resolution. Ability to communicate effectively with both internal and external members and vendors.Assist Risk Department staff in identifying and reporting fraudulent activity. Continuously be aware of new patterns in the chargeback process to minimize member and/or Credit Union fraud loss.
• Maintain accurate records of all actions taken during the chargeback process as required under Regulation E. Information is retained using electronic storage in Centrix.
• Provide education to Credit Union staff regarding the dispute and fraud process on a regular basis.
• Utilizing the STAR Station and Member Connect systems, prepare chargeback adjustments for regional and PIN-based transactions within guidelines established by Regulation E, AFFN, and CO-OP.
• Process exception (non-settled) items against member accounts using daily reports from card processor.
• Review incoming closeout packages to ensure all available recovery options (i.e., Ethoca and Visa) were properly exercised. Process final credit or credit reversal as allowed under Visa Operating Rules or Regulation E (up to $1,000).
• Maintain insurance spreadsheet of debit and credit card accounts eligible for recovery under current bond.
• Maintain knowledge and understanding of the card industry, Visa, and compliance requirements
• Escalate issues that require additional review, or exceptions to routine processing to next level of staff/management. Provide thorough documentation including a clear audit trail of actions taken
• Respond to internal and external member inquiries through phone, text, email, or mail.
• Motivation to learn Visa chargeback rules and guidelines.
• Other duties as assigned.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) and one to two years related experience and/or training; or equivalent combination of education and experience.
• Two (2) years of financial institution related experience preferred
