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Disputes Operations Representative

Remote

locations

Remote-USA

time type Full time

job requisition id 6419

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.

Resolve Card Holders’ and Financial Institutions’ first-stage disputes generated by the processing of incoming calls and callback requests. Analyze and resolve cardholder disputes within department and association guidelines/timeframes; leverage department best practices to resolve fraud and non-fraud disputes and

recover the funds for our Card Holders and/or Financial Institutions while minimizing liability and risk for the company.

Essential Functions & Responsibilities

• Apply critical thinking skills to identify and resolve inquiries originating from cardholders and Financial Institutions daily and determine the best course of action to resolve the case within established departmental timeframes.
• Be proficient in all areas of entry level fraud/non-fraud dispute processing and maintain knowledge in all aspects of the disputes processing. Perform chargeback/dispute resolution processing using PSCU internal and external platforms.
• Represent the department professionally in all interactions with internal and external customers in an inbound/outbound high-volume call center.
• Manage daily priorities to respond timely to inbound calls, and assure pending work and callbacks are completed within departmental and contractual requirements.
• Maintain knowledge of, and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis and resolution of those cases. Make outbound calls to Card Holders and Financial Institutions to resolve cases including; verifying, interpreting, disseminating, or requesting information about a dispute.
• Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous, and calm manner, balancing productivity and the cardholder experience.
• Ability to explain confusing and complicated topics in a clear and concise manner to cardholders and financial institutions.
• Communicate customer concerns and trends to management, provide feedback in the development of training tools and procedures directly related to the chargeback and funds movement process.
• Support inquiries within documentation services and fraud management as needed.
• Perform other duties as assigned.

Education

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

Experience

• Two (2) years call center experience required. One (1) year experience in fraud management or disputes chargebacks preferred.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
• Strong verbal and written communication skills, problem-solving, analytical and organizational skills are required
• General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for PSCU platforms, FiServ Platforms and Association’ (MasterCard/ Visa)
• Ability to interact with all levels of management staff, , Financial Institutions and cardholders Advanced PC Windows-based software experience with working knowledge Microsoft Software
• Ability to function independently and multi-task 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

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.

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.