Card Dispute Specialist

Primary Functions

• Employee Support
• Assist with day-to-day support, training, and coaching of Card Services Administrators (I & II).
• Provide input to Card Services leadership on employee performance.
• Perform all duties and responsibilities of a Card Services Administrator II.
• Administer Visa debit card programs by performing daily fraud monitoring and making recommendations to minimize fraud.
• Support and nurture relationships with A+FCU retail and call center leadership teams, assisting with escalated dispute-related member concerns and ensuring high-quality service delivery.
• Oversee and manage the relationship with the Visa risk advisor.
• Review daily Visa exception file and work with management and vendors to ensure resolution.
• Investigate and resolve complex member-facing card service issues with professionalism and efficiency.
• Review and analyze cardholder dispute escalations and approve resolutions.
• Analyze dispute and fraud-related service operations to identify inefficiencies and implement process improvements.
• Collaborate with internal teams and external vendors to implement software updates and optimize dispute/fraud-related technologies.
• Ensure compliance with Visa regulations, federal and state financial regulations, and internal credit union policies.
• Develop and refine policies, procedures, and training materials for the Card Services team.
• Support the Digital Services team regarding card-related member communications.
• Develop, implement, and maintain quality control programs aligned with regulatory compliance.
• Administer the Card Services quality control program and report results monthly to leadership.
• Conduct dispute audits and report findings to Card Services leadership.
• Review and manage member feedback to identify enhancements and recommend improvements.
• Accurately prepare monthly reports, as assigned.
• Maintain member confidentiality.
• Schedule and conduct monthly individual dialogs with manager.
• Manage or assist with departmental projects, as assigned.
• Perform other duties as required or assigned.
• High school diploma or G.E.D. equivalent required.
• Two years of card services-related experience required (card issuance program experience highly preferred).
• One year of experience with Visa’s dispute and fraud systems (e.g., Visa DAS, VROL, Cardinal Commerce, RSM) preferred.
• One year of call center experience required (including handling escalations and supporting frontline staff).
• Intermediate Dispute Resolution Certification (Must be obtained within one year of employment if not already held)
• Advanced Dispute Resolution Certification (Must be obtained within two years of employment if not already held)
• Experience in Visa debit card operations, including transaction processing, fraud detection, chargebacks, and regulatory compliance.
• Knowledge of Reg E and Reg Z and their applications.
• Proven ability to resolve member-facing issues in a financial services setting.
• Proficient with Microsoft Office and general computer systems.
• Strong analytical, research, and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to collaborate with internal teams and external vendors.
• Dependable with multitasking and time management skills.
• Strong decision-making and project management abilities.
• Advanced knowledge of A+FCU policies and procedures.
• Advanced math/accounting skills, light typing, and 10-key input by sight.
• Professional appearance.
• Courteous and professional approach with the public.
• Versatile in all aspects of the Credit Union.
• Ability to work at least 40 hours per week.
• Frequent reaching, bending, stooping, carrying, and data entry.
• Heavy communication via telephone, email, and in-person.
• Strong problem-solving skills for field-related issues.
• Independent Decisions:
  Determining provisional credit for disputes, proper correspondence, and final credit within employee limits.
• Supervisory Approval
  
  Required:
  
  Final dispute credit outside of employee limits and situations outside A+FCU policies and procedures.