Dispute Specialist

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

General Purpose: Responsible for handling all necessary tasks for proper processing of disputes across all payment and card channels.

Essential Duties/Responsibilities

• Research and resolve card and payment related discrepancies and disputes.
• Provide support to members and staff with person-to-person and account-to-account payments, to include reviewing and adjusting limits, determining cause of denied transactions, handling disputes, and escalating issues as necessary.
• Responsible for the accurate and timely preparation and follow-up of disputes, charge backs, and card fraud claims. Monitor and verify accuracy of incoming reports and documentation. Complete and file insurance claims for card fraud losses.
• Reconcile applicable GL subsidiary accounts, post transaction exceptions, chargeback-related settlements, and write necessary accounting vouchers and entries.

Other Duties/Responsibilities

• Perform other duties as may be assigned by the Payment Operations Manager.
• Remain current on changes within the legal, regulatory, economic, competitive and technology environments that may affect payment and card products and services.

Job Knowledge

• Working knowledge of Regulation E (debit) and Regulation Z (credit) compliance and NACHA Operating rules.
• Working knowledge of the Credit Union's products and services.
• Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Working knowledge of Credit Union's in-house computer system.
• Working knowledge of item processing hardware and software.
• Working knowledge of collection agencies administrative portal.

Job Qualifications (Skills)

BHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to effectively review documents.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Limited mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability)

• Ability to assess the needs of multiple members and prioritize requests to ensure that all members receive the highest quality service possible. Ability to handle daily routine with moderate freedom to interpret and act upon various situations.
• Ability to prioritize multiple, and sometimes, conflicting tasks.
• Ability to present a professional and personable personality that communicates to members and visitors that the Credit Union is a professional financial institution.
• Ability to interact with more than one department daily.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to handle moderate financial record keeping requirements to keep personal work updated and accurate.
• Ability to accept limited responsibility for funds/records.
• Ability to accept responsibility for quality and accuracy of personal work.
• Ability to accept responsibility for access to confidential data.

Job Qualifications (Education/Experience)

Job requires a high school level of language, math and reasoning skills. Two years’ experience in a related field with equal responsibilities is acceptable. Formal training should be supplemented with continuing education.

Working Conditions

Material and Equipment Involved

• In-House Computer System
• Personal Computer
• 10-Key Calculator

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental And/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.

Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.