Dispute Specialist I

This position will support the mission and strategic goals of UWCU and the Card Programs department. The Dispute Specialist I/II is responsible for duties related to the analysis, processing, and resolution of cardholder fraud and dispute claims to support positive member outcomes, maximize recovery rates, and mitigate potential losses to UWCU and its members. This role must develop and maintain strong working relationships with peers, managers, and cross-functional teams. They will need to successfully navigate sensitive and emotionally charged member interactions. The position requires the ability to operate independently and make clear and sound decisions. This position is also responsible for managing a high volume of cases across multiple queues, balancing competing priorities to maintain strict adherence to regulatory compliance.

**Based on candidate experience and qualifications this role can be filled at a level I or II.  Requirements for each level are listed in qualifications.  The hiring team will determine based on candidates' experience the level.**

Dispute Resolution

• Gather necessary information and documentation to determine dispute rights and complete investigations.
• Take ownership of credit card, debit card, and ATM consumer disputes and fraud claims.
• Use effective decision making to properly categorize and process claims in accordance with network rules, federal regulations and credit union policies and procedures with a high degree of accuracy.
• Identify opportunities to expedite cardholder disputes by working directly with the merchant and member.
• Educate members and provide clear expectations throughout the dispute resolution process including the timeframes and outcome of the claim.
• Document decision making, results of the investigation, and each member and merchant interaction.
• Work with Loss Prevention, Member Solution Center, and Member Sales and Service to support members through the dispute resolution process.

Case Management

• Accurately classify and initiate consumer disputes and fraud claims in appropriate systems to retain dispute rights.
• Apply case management strategies to manage daily case volumes.
• Consistently adhere to processing timeframes in accordance with Visa rules and regulatory constraints.
• Effectively prioritize work effort to manage multiple case queues with support, while handling incoming submissions.
• Maintain awareness of incoming cases and participate in coordinated initiatives to resolve elevated case volumes.
• Accurately submit claims and perform monetary functions to maintain proper balancing between general ledger and member accounts.

Operational Excellence

• Adapt to the evolving payment landscape and industry fraud and dispute trends in order to ensure strong recovery rates.
• Improve the dispute resolution process by recommending changes to optimize the member experience, systems, and practices.
• Collaborate with Dispute Specialist team to identify current trends and analyze claim outcomes to surface best practices and improve efficiency.
• Support the development of educational resources and training materials to increase awareness of the dispute resolution process within the department.

Cardholder Experience Support

• Provide direct phone and e-mail support to members, MS&S, MSC and other internal partners, delivering exceptional member service and personalized solutions.
• Solicit feedback, identify trends, and document opportunities to optimize the cardholder experience.
• Demonstrate sound judgement and creative problem solving to resolve member escalations and meet member expectations.
• Maintain debit, credit and ATM product, service, and digital expertise necessary to promote an exceptional cardholder experience.

Continuous Learning and Development

• Assume ownership of personal development through dialogs, participation in group initiatives and projects, and engagement with training.
• Explore development options including mentor/mentee relationships, and the use of tools such as the Leader of Self gap analysis and Individual Development Plan (IDP).
• Be a change agent: welcome innovation and collaborate with others to achieve departmental and organizational goals.
• Develop and maintain competency with internal resources, procedures, systems, and tools.
• Develop and maintain competency with VISA and PIN-based network rules, and Federal Regulations E and Z for Dispute Resolution processing.
• Strengthen the Credit Union's inclusive environment by engaging with ongoing DEI initiatives.
• Invite and accept personal feedback and provide upward feedback.

Experience & Education

Dispute Specialist I

• Associate’s Degree in Business or related field is required.
• 2 – 3 years of Card Programs experience is required OR 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 is preferred.

Dispute Specialist II 

• Associate’s Degree in Business or related field is required.
• 4 – 5 years of Card Programs experience is required.
• 2 – 3 years of customer service experience is preferred.

Skills

• 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.

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5+ days annual paid time off (4+ weeks)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Discounted bus pass and bublr membership
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire.  UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.