Dispute Resolution Specialist I

The schedule for this position is Monday through Friday, 10:15am - 7:00pm.

Our Mission is to help Members grow financially.

Our Vision is to be Members' First Choice for all Financial Services.

We can achieve these goals through our commitment to providing excellent service to our membership and our communities. And it all starts with YOU! We are looking for a service-minded individual to join our team in order to continue to provide the high-quality service our members expect from us.

Our full-time team members enjoy a wealth of benefits including employer-paid medical and dental insurance premiums, competitive pay, and a 401(k) plan with an employer match. The great service we provide to our Members is reflected in our team environment and the professional development opportunities our positions offer. People Helping People is what we do every day.

Submit your application to us today and let us be the First Choice for your new career journey!

About Us:

Knoxville TVA Employees Credit Union is a not-for-profit, Member-owned, and locally operated financial institution serving the financial needs of its communities of Membership. We have 25 locations throughout East Tennessee and we serve more than 264,000 Members. The Credit Union helps Members grow financially by offering a variety of accounts including: checking, savings and investments. Also offered are competitive loan rates on new and used autos and recreational vehicles, mortgages, personal loans and credit cards.

Pay: Starting Range is $18.50 - $20.50, depending on work experience

Benefits:

• Employer-paid health and dental insurance monthly premiums
• Accrual of paid PTO Leave
• Employer-matched 401k, 50% match up to 6% of employee contributions
• Employer-paid Group Life Insurance and Long-Term Disability benefits
• Potential bonus up to 11% of average salary over the past year based on Credit Union-wide goals
• Paid Holidays and Paid Training
• Potential pay increases through additional training opportunities
• Opportunity to earn incentive pay
• The ability to help serve your local community through our mindset of People Helping People!

PRIMARY RESPONSIBILITIES:

Review disputes and error resolutions.

Daily chargeback reports.

Monitor dispute general ledgers and ensure accurate balancing.

Report operating loss.

Working knowledge of Centrix Dispute tracking system.

Research and process disputes and retrieval requests.

Communicate with members or merchant to obtain proper documentation and additional information.

Maintain up-to-date knowledge of products, procedures and policy of the department.

Complete required annual trainings.

Follow all Credit Union policies, procedures and regulations.

Represent the Credit Union in a professional manner (including but not limited to appearance, behavior and performance).

Maintain regular and predictable attendance.

Work cooperatively with others.

All other duties as assigned.

POSITION COMPETENCIES:

Service – Excellent interpersonal skills and professional demeanor. Ability to develop relationships with members to meet financial needs through the relevant suggestion and referral of Credit Union products and services.

Job Knowledge – Technically and professionally skilled in all position responsibilities and duties. Seeks new skills and opportunities for self-development. Basic knowledge of governing Federal regulations. Sufficient bookkeeping knowledge to be able to balance and reconcile reports and
balance members accounts

Quality – Ability to be flexible and have a service-oriented view to fulfill member, employee and Credit Union needs. Perform tasks with a high level of accuracy while maintaining attention to detail.

Teamwork – Ability to work as a team as well as independently to meet goals and objectives and to meet the needs of all members.

Analytical – Work systemically and logically to resolve problems, identify causation and anticipate unexpected results. Manage issues by drawing on own experience and knowledge and call on other resources as necessary.

Communication – Ability to handle situations with tact and respect. Ability to maintain confidentiality of member information.

Initiative – Demonstrate a desire to do the job to the best of ability and have a desire to learn new techniques and skills.

Planning/Organizing – Ability to work under deadlines with frequent interruption; and the ability to balance multiple projects/activities with varying deadlines.

Quantity – Ability to meet established goals.

QUALIFICATIONS:

Education/Experience – High school diploma or general education degree (GED). Minimum of two years’ experience with Dispute Resolution and fraud mitigation. Financial industry experience strongly preferred.

Qualifications and Requirements – Individual must possess the knowledge skills and ability required to execute the essential functions in a satisfactory manner.

Language – Ability to read and interpret documents such as operating instructions, and policies and procedures. Ability to write correspondence and use proper grammar, punctuation and spelling. Ability to speak effectively before groups of members or employees of the organization.

Mathematical – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

Reasoning – Ability to use sound reasoning in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Possess analytical and problem-solving skills to assist members using independent judgment.

Computer – Ability to operate related computer applications including Word, Excel and Email. Proficient typing skills. Ability to operate other business equipment including adding machine, coin and money counting machines and telephone.

WORK ENVIRONMENT:

• Work is typically done in the office at the company’s principal base of business or branches.
• Travel is required occasionally. May be required to travel to various work locations, both local and surrounding counties.
• Maintain access to reliable transportation.
• Ability to hear average or normal conversations and receive ordinary information. The noise level in the work environment is usually moderate.
• Responsibilities may require off site attendance at seminars or meetings with consultants, professional, or community groups.
• Position requires flexible hours, including occasional and/or regular Saturdays.

PHYSICAL DEMANDS:

• Seldom lift/move up to 25 pounds.
• Specific vision abilities required for this job include close vision. Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Frequently required to talk or hear, sit, use hands to finger, handle, or feel.
• Occasionally required to stand, walk, reach with hands or arms.
• Seldom required to climb or balance, stoop, kneel, crouch, or crawl.

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)