Job Summary:

Ensures quality service and support is provided to cardholders for disputed transactions. Oversees the processing and investigation of cardholder claims. Ensures cardholders are promptly provided provisional credit, and that chargebacks, pre-arbitration, arbitration, and compliance cases are processed within Regulation E, Regulation Z, and Visa guidelines to maximize recovery of funds. This position is accountable for resolving member complaints, monitoring staff performance, analyzing reports, monitoring fraud rules and results, and monitoring schedules to ensure adequate staffing levels.

We encourage you to view and apply directly at edfed.org/careers

Essential Functions and Duties:

• Supervises the Dispute Resolution department, ensuring staff provides prompt, knowledgeable, and friendly service to all cardholders.
• Provides coaching, guidance, leadership & development to department staff. Works with VP of Card Services to complete employees' annual performance reviews.
• Facilitates training for new hires, and communicates any new information related to process changes.
• Maintains a thorough working knowledge of all rules and regulations governing card disputes, including Regulation E, Regulation Z, and Visa Operating Rules.
• Maintains department procedures and training for all dispute-related processes and systems.
• Acts as system administrator for the dispute case tracking system, ensuring that the system version remains current and all available features are leveraged for maximum efficiency.
• Ensures phone queue performance metrics are attained (percent of calls handled, abandonment rate, etc.).
• Periodically reviews all department processes and systems to identify gaps and drive improvements.
• Periodically reviews dispute case and call queue volumes to proactive identify staffing needs. Assists Human Resources with recruiting and onboarding new team members.
• Responds to fraud and card compromise alerts to protect the institution from fraud-related losses.
• Performs monthly General Ledger reconciliation and balancing.
• Resolves escalated member complaints and addresses issues outside of staff’s decision making authority.
• Performs other duties as assigned by management.

Qualifications:

• Bachelor's Degree or equivalent combination
• Minimum of two years of customer service and/or call center experience
• Minimum of two years of financial services and/or card dispute experience.
• Employee supervisory experience.
• Some Saturday work required

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Miami, FL 33183: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Card Dispute: 2 years (Required)
• Call center management: 2 years (Required)
• Chargebacks: 2 years (Required)
• Banking: 2 years (Required)

Work Location: One location

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