Debit Card Dispute Resolution Specialist

To review, process and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases on other financial institutions through Visa/Client. 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 disputes, contract terms and conditions. Remain alert and informed of threats to account security, counterfeit operations and loss prevention risk and fraud insurance. Work under direct supervision. Responsibilities Review, process, and resolve routine Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Navy Federal policies and procedures. Research moderately complex adjustments and complete documentation from financial institutions, processors and acquirers to construct cases to be filed against these organizations. Request information and documentation to clarify details or resolve routine dispute cases within mandated time frames and regulations. Make decisions and recommendations within authorized monetary limits. Document, track, monitor arbitration and compliance in routine cases for progress to prevent or minimize financial loss to members and/or Navy Federal. Execute general ledger entries for each case for project balances at the end of each month. Research and complete assigned cases by reviewing Dispute Case Management Systems, Visa databases, Client, Acquirer and Issuer systems, RDR, Visa Online, On-Demand and Online Communication tools. Identify transactions where chargebacks can be applied and resolve provisional credit adjustments. Research, review and provide basic analysis of member claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resolve corrections. Review moderately complex dispute cases and research account history/card activity to credit back invalid charges to member accounts or to chargeback financial institutions, processors and acquirers. Complete 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 representments. Scan chargeback documentation into system, record account actions and case development. Resolve routine claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issues. Initiate and/or respond to communication with members, vendors and other financial institutions. Stay informed of business environment, financial services, regulatory business conditions and newest developments and incorporate these into operations. Manage and adhere to Regulatory Guidelines and Consumer Protection requirements. Provide guidance and assist in training new Level I specialists. Perform other duties as assigned. Qualifications Familiarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures and systems. Exposure to accounting, research or auditing techniques and methods in a financial institution. Experience in assimilating information, analyzing facts and developing logical conclusions. Experience in financial transaction/processing related responsibilities. Exposure to internal auditing, compliance, programming or modeling. Working knowledge of compliance and regulations related to debit card disputes. Ability to handle multiple tasks simultaneously with a high degree of accuracy. Experience in working in a high-volume, fast-paced environment. Effective member/customer service skills. Effective skill following interpretations in applying relevant regulations/instructions, procedures, policies and regulations. Effective skill navigating multiple screens and PC applications and adapting to new technologies. Effective skill exercising initiative and using sound judgment to make sound decisions. Effective skill interacting tactfully and effectively in difficult situations. Basic database and presentation software skills. Effective organizational, planning and time management skills. Basic research, analytical and problem solving skills. #J-18808-Ljbffr