Dispute Specialist I
On-siteMadison, Wisconsin, United States
Job Summary
Gather information and documentation to determine dispute rights, then take ownership of credit card, debit card, and ATM consumer disputes and fraud claims. Use effective decision making to categorize and process claims according to network rules, federal regulations, and credit union policies with high accuracy. Educate members, document investigation results, and collaborate with Loss Prevention, Member Solution Center, and Member Sales and Service to expedite resolutions. Accurately classify cases in appropriate systems, apply case management strategies to handle daily volumes, and submit claims while maintaining proper balancing between general ledger and member accounts. Adapt to evolving industry trends to ensure strong recovery rates and recommend process improvements to optimize the member experience.
Required Qualifications
- Associate's Degree in Business or related field
- 2 – 3 years of Card Programs experience
- 4+ years in a financial institution in a member facing role with member escalations, complex decision making and with written and verbal communications to member(s)
- 2 – 3 years of customer service experience
- 4 – 5 years of Card Programs experience
- Demonstrated investigative, analytical, organizational, decision making, and problem solving skills
- Ability to effectively prioritize workload and tasks, complete assignments in a timely manner, and meet deadlines
- Exceptional interpersonal and customer service skills
- Ability to work independently as well as collaboratively in team environments
- Confident working in a fast paced and changing environment
- Skilled at training and mentoring
- Proficient with Microsoft Office products
- Mastery of Network Operating Rules and compliance relating to debit, credit and ATM services
- Strong verbal and written communication skills
- Ability to recognize system and process enhancement opportunities
- Expert knowledge of Card Programs' products and services
- Valid work authorization to work for UWCU on the date of hire
Desired Qualifications
- 2 – 3 years of customer service experience
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