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Disputes Resolution Representative

locations

USA-Remote

time type

Full time

job requisition id

6509

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

PSCU is a proud recipient of the 2023 Gallup Exceptional Workplace Award and has been named to the Forbes list of America’s Best Midsize Employers 2023! These recognitions reflect the strength of our culture and core values, which help PSCU grow, evolve and foster a highly engaged workforce.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. Our Momentum. Your Moment.

This application is the first step in seizing your moment.

• Remote role
• Debit Card & Representment experience a plus
• Experience processing chargebacks in a real time environment preferred
• Hogan Processing Systems preferred
• Routine shift offers Flexibility/Preferred shift is between 7am and 7pm EST Monday Thru Friday
• Training up to 6 weeks in length Mon- Fri 8am to 5pm EST
• Annual Performance bonus plus competitive hourly pay based on experience target rate $16.68 to 20.67 hourly (Internals- R330 paygrade)
• Occasional Overtime requirements based on business needs

The basic function of this position is to be the proficient in Disputes for resolving cardholder and credit union disputes, which include the management and oversight of incoming calls and callback requests. The job is to analyze and resolve cardholder disputes within department and association guidelines/timeframes; leveraging department best practices to resolve disputes and recover the funds for our cardholder and/or Credit Union while minimizing liability and risk for the company. The incumbent must have the ability to perform all functions of the Case Management Rep to support the department when necessary.

Essential Functions & Responsibilities

• Utilize critical thinking skills to identify and resolve inquiries originating from members and credit union on a daily basis and determine the best course of action to resolve the case within established departmental timeframes.
• Manage volume, work queues and reassign or escalate cases where appropriate to maintain departmental and contractual SLA’s, while providing best in class customer service.
• Ensure compliance with federal and state regulations.
• Make outbound calls to members and credit unions to resolve cases including; verifying, interpreting, disseminating, or requesting information about a dispute.
• Provide professional written and verbal responses to external customers.
• Perform chargeback/dispute resolution processing utilizing PSCU internal and external platforms.
• Communicate trends to management, provide feedback in the development of training tools and procedures directly related to the chargeback and funds movement process.
• Manage daily priorities to assure pending work and callbacks are completed within departmental and contractual requirements.
• Escalate priority issues to management when required.
• Review, process or close work cases, as appropriate.
• Maintain knowledge of association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis and resolution of those cases.
• Be proficient in all areas of entry level fraud/non-fraud dispute processing and maintain knowledge in all aspects of the disputes processing.
• Support inquiries within documentation services and fraud management as needed.
• Perform other duties as assigned.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds
• Iniduals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Job Specifications

Education:

• High School Education or equivalent combination of education and/or experience required.
• Associates Degree Preferred.

Experience:

• Two (2) years’ experience in payments required.
• Two (2) years customer service experience required.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
• Understanding of financial settlements in relation to chargebacks and compliance file/ impact on GL’s and credit union
• General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for PSCU platforms, First Data Platforms and Association’s (MasterCard/ Visa)
• Superior communication skills both verbally and written
• Ability to interact with all levels of management staff, members, Credit Unions and cardholders
• Ability to work independently with minimal supervision, as well as, the ability to multi-task priorities
• Ability to handle multiple priorities, exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel, credit unions, members, PSCU Support and Sales staff, and external vendors
• Advanced PC Windows-based software experience with working knowledge Microsoft Software
• Ability to function in a fast paced, production-based environment and balance priorities to move freely between the various channels as workload dictates
• Demonstrated excellent analytical and quantitative skills
• Ability to exercise discretion and good judgment in making decisions
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment

Pay Equity

PSCU is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is:

$34,700.00

to

$52,100.00

*Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just gets it when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU offers:

• Beautiful, state-of-the-art campus
• Endless opportunities for advancement
• Competitive wages
• Generous paid time off and paid holidays

Our benefits package includes:

• Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
• Dental and Vision
• Basic and Optional Life Insurance
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Legal Plan
• Pet Insurance
• Adoption Assistance Plan
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Mental health and Well-being: Virtual mental health support and resources
• Tuition Reimbursement
• Wellness program
• Back-up child care program
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

PSCU is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a PSCU location, employee attentiveness and cooperation with PSCU Employee Safety Workplace Protocols is critical.

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid driver’s license, and proof of insurance at time of hire and annually.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “EEO is the Law” Poster and the “EEO is the Law” Poster Supplement. PSCU 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 iniduals 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 legal duty to furnish information.

PSCU is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).