Assists in the overview of daily member interaction activities of the Global Cards Solutions department, including telephone, mail and email channels. Works directly with members to resolve all credit and debit card fraud or dispute claims. Under supervision, develops and maintains a close working relationship with all vendors and processors to ensure optimal member access and services. Assist with the monitoring of incoming email queues to ensure completion by staff in an accurate and efficient manner, as well as meeting all Regulation E and Z timing requirements, and act in accordance with VISA chargeback rules. Due to regulatory requirements, accountabilities require timely and accurate execution to ensure mutual resolution for UNFCU and the member. Handles escalated member issues related to fraud or dispute transaction claims. Demonstrates understanding of processing of both fraud and disputes for both debit and credit.
This position is hybrid.
NYC Salary Range - $65,000 - $66,710 annually; compensation is commensurate to geographic location.
- Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
- Assist in the overview of daily activities of the Global Cards Solutions Specialists I-II concerning fraud and disputes.
- Ensure world class member service and satisfaction by effectively resolving members’ fraud or dispute card claims and by serving as an escalation point for card claims from United Nations VIPs, UN corporate agency accounts and remote members with special needs.
- Review and lead the resolution of critical situations for fraud and dispute claims reported by members/staff. Lead the coordination of the resolution for members, working alongside Member Directed Services, Retail Branches and Representative Offices through all communication channels.
- Identify opportunities to enhance the member experience and make recommendations for products/services or procedures to improve efficiency.
- Maintain detailed working knowledge of all internal and third party systems involved in supporting credit and debit card fraud or dispute claim processing.
- Act as department subject matter expert for new chargeback claim system implementations and upgrades.
- Monitor compliance with Regulation E and Z requirements regarding fraud and dispute claim timeframes.
- Monitor and implement VISA chargeback rule changes to ensure compliance with requirements.
- Responsible for the maintenance of department documentation, including writing new procedures and reviewing/editing existing procedures.
- Compile reference manuals, training materials and operational alerts. Provide training support for department staff as needed.
- Assist with generating monthly reports for fraud and dispute claims and monitoring general ledger accounts for timely resolution of outstanding items.
- Assist management with chargeback calls with vendor to ensure timely execution and accuracy.
- Assist management team with various projects to improve member experience, such as operations and new product development.
- Work with Card Fraud Analyst to identify fraud trends.
- Complete required training classes.
- Bachelor’s degree
- 3-5 years back office experience in a financial card processing environment directly related to credit and debit card fraud and dispute claim processing
