Dispute Operations Representative at Langley Federal Credit Union in Newport News, VA

Job description

• Langley Federal Credit Union is currently hiring for a Full Time Dispute Operations Representative to work a Hybrid from our City Center office, located in Newport News, VA.
• Provides intake, processing, and finalization of all card and payment disputes. Investigates disputed transactions, communicates with members, and adheres to regulatory requirements and internal policies. Ensures timely and accurate resolution while providing exceptional member service.

Responsibilities

• Communicates clearly and professionally with members regarding the status and outcome of their disputes. Ensures a high level of member satisfaction by addressing concerns and questions promptly.
• Investigates and resolves disputes, including debit card transactions, credit card transactions, ACH transfers, and other electronic fund transfer issues. Gathers necessary documentation and evidence from members and relevant parties.
• Reviews, investigates, and processes fraud and non-fraud dispute claims and adjustments, following applicable network compliance rules and federal regulations.
• Ensures all dispute resolution activities comply with relevant regulations, including Regulation E and NACHA rules. Maintains an up-to-date knowledge and understanding of changes in regulations and industry best practices.
• Maintains detailed records of dispute cases, including documentation of findings, actions taken, and resolutions. Prepares and submits required reports to management and regulatory bodies as needed.
• Works closely with other departments, including Branch Services, Fraud & BSA, and Accounting, to facilitate the resolution of disputes and improve overall member experience.
• Provides impeccable service to internal and external members by phone, in Customer Relationship Management cases, through Online Banking messaging, and by email.
• Participates in continued education in accordance with applicable federal, state, and industry laws, regulations, and guidelines.

Requirements

• Two years of experience in a financial institution is required, preferably in a role involving electronic funds transfer disputes or fraud investigation.
• Visa Dispute or AAP certification, preferred
• Targeted Pay Range- $17.64 - $21.78

Skills

Required

• Strong communication skills
• Attention to detail
• Record keeping and reporting
• Customer service orientation

Preferred

• Visa Dispute or AAP certification

Benefits

• Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:
• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.
• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.
• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.