Debit Card Dispute Resolution Specialist I

To review, process and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases to other financial institutions through Visa/Mastercard. 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 contracts, contract estimates and terms and conditions. Remain alert and informed of threats to account security, counterfeit operations and stolen cards. Resolve basic and routine issues. Works under direct supervision.Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.Our approach to careers is simple yet powerful: Make our mission your passion.FORTUNE100 Best Companies to Work For 2025Yello and WayUp Top 100 Internship ProgramsComputerworld Best Places to Work in ITNewsweek Most Loved Workplaces2025 PEOPLE Companies That CareNewsweek Most Trustworthy Companies in AmericaMilitary Times 2025 Best for Vets EmployersBest Companies for Latinos to Work for 2025Forbes 2025 America’s Best Large EmployersForbes 2025 America's Best Employers for New GradsForbes 2025 America's Best Employers for Tech Workers2025 RippleMatch Campus Forward Award Winner for Overall Excellence Military.com Top Military Spouse Employers 2025 2025 Handshake Early Talent AwardFrom Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.Familiarity 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 working with all levels of staff, management, stakeholders, vendorsWorking knowledge of compliance and regulations related to debit card dispute claimsAbility to handle multiple tasks simultaneously with a high degree of accuracyExperience in to working in a high volume, fast paced environmentEffective member/customer service skillsEffective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulationsEffective skill navigating multiple screens and PC applications and adapting to new technologiesEffective skill exercising initiative and using good 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 skillsEffective verbal and written communication skillsDesired QualificationsWorking knowledge of NFCU credit/debit card products, services, processes, procedures and related dispute/fraudFamiliarity with debit card operations and dispute regulationsWorking knowledge of Navy Federal's functions, philosophy, operations and organizational objectivesAdditional InformationHours:Monday - Friday, 8:00AM - 4:30PMLocation:5510 Heritage Oaks Drive, Pensacola, FL 32526Review, 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 compile 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 FederalKeep cognizant areas informed of status and actions taken on accountsEnsure general ledger entries for each case are properly balanced at the end of each monthResearch and complete assigned complex claims by reviewing Dispute Case Management Systems, Visa Database, eClient, eFax, RightNow, OnDemand and Online Communication databaseIdentify transactions where chargebacks can be applied and resolve provisional credit adjustmentsResearch, review and provide basic analysis of members' claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resubmit corrections for balancing the general ledgerReview moderately complex posted/unposted transactions and research account history/card activity to credit back invalid charges to member accounts or to chargeback transactions to 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 communications with members, vendors, and other financial institutionsStay informed of business environment, financial services and associated trends to ensure competitive business conditions and newest developments are incorporatedStay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelinesManage and adhere to Regulatory Guidelines and Consumer Protection requirementsProvide guidance to and assist in training new Level I specialistsPerform other duties as assignedFull timePosting Date: 2026-08-20