Dispute Resolution Specialist - FORUM Credit Union

Join Our Team: Dispute Resolution Specialist at FORUM Credit Union

At FORUM Credit Union, we're more than just a workplace. We're a community where your work makes a real difference in our members' lives, especially when they face financial challenges.

We are seeking a detail-oriented and proactive Dispute Resolution Specialist to join our team. You'll play a crucial role in addressing and resolving member disputes related to Debit card transactions, including chargebacks, fraud claims, and merchant discrepancies. Working closely with key vendors like Fiserv and MasterCard, you'll ensure our members receive clear, compassionate support during complex financial situations.

What You'll Be Doing:

• Debit Card Dispute Resolution: investigate and resolve member disputes related to Debit card transactions, including chargebacks and fraud claims, in a timely and effective manner.
• Vendor Communication: regularly liaise with external vendors, such as Fiserv and MasterCard, to resolve disputes and manage chargeback processes.
• Member Support: act as a primary contact for members experiencing Debit card issues, providing clear, empathetic, and professional support.
• Fraud Monitoring: proactively monitor accounts for fraudulent activity, taking swift action to mitigate risk and protect member interests.
• Compliance and Reporting: ensure all dispute resolution activities are compliant with Fiserv, Federal, and MasterCard regulations. Maintain accurate records and perform daily reporting tasks.
• Claims Management: efficiently file and manage Trustage plastic card bond claims, ensuring accuracy and compliance.
• Process Improvement: continuously seek ways to improve the dispute resolution process, aiming for increased efficiency and member satisfaction.
• Team Collaboration: work closely with the customer service and fraud departments to share insights and develop best practices for handling disputes and fraud prevention.

You'll thrive in this role if you:

• Embrace Accountability: you take ownership of your tasks and are committed to delivering results. You're not just looking for a job; you're looking to make a real impact.
• Pay Attention to Detail: you understand that the little things matter, especially when it comes to managing financial disputes. Your keen eye for detail ensures accuracy and thoroughness in every task.
• Are Service-Oriented: you put the needs of our members first, always looking for ways to exceed their expectations. You're not just solving financial issues; you're providing peace of mind.
• Have Strong Interpersonal Skills: you know that effective communication is key to building trust and maintaining positive relationships. Whether you're interacting with members or collaborating with teammates, you do so with respect and empathy.
• Can Manage Quality and Quantity of Work: you're able to handle a high volume of tasks without compromising on quality. You set high standards for yourself and constantly look for ways to improve.

What We're Looking For:

• High school diploma or GED required.
• 1-3 years of experience in a similar role, ideally within a banking or financial services environment.
• Proficiency in Microsoft Excel and experience with database management.
• Strong analytical skills and attention to detail.

Employee Perks:

• Competitive Pay
• Student Loan Reimbursement
• Tuition Assistance
• Wellness Programs
• Community Involvement and Paid Volunteer Time
• Professional Development/Award Winning Training Program
• 401K with Match
• Comprehensive Benefits Package
• Generous Paid Time Off

Please be aware that a criminal background screen will be conducted upon hire.

FORUM Credit Union is dedicated to building a diverse, inclusive, and supportive workplace. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.