Card Dispute Specialist
Job Overview
PenFed is hiring a (Hybrid) Card Dispute Specialist at our Omaha, Nebraska location. The incumbent must be proficient with the efficient review and accurate processing of credit, debit and ATM card transaction disputes and pre-arbitration chargebacks. They must also be proficient with working in PenFed’s case management CRM (Salesforce) and Fiserv’s First Disputes, EASE and STAR Station exception case management applications. The incumbent will maintain a daily card transaction dispute case log while performing other duties as assigned. Other duties will include but are not limited to getting a second opinion on complex and/or high dollar dispute cases, provide coverage for coworkers who are out of the office as well as assisting with card dispute case inquiries and escalations.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Accurately and efficiently review and process Credit, Debit, and ATM card transaction dispute claims/chargebacks.
- Conduct reasonable and logical investigation to resolve card transation dispute claims.
- Meet or exceed departmental daily case resolution and case quality requirements.
- Maintain a daily case log while meeting all Regulation E, Regulation Z and card/network scheme requirements and chargeback timelines.
- Assist on the Card Dispute Assist line helping the MSR/BSR’s or Service and Support team with questions regarding existing or new card transaction dispute claims.
- Maintain thorough knowledge of credit, debit, and PIN operating procedures, be up to date and proficient with Regulation E and Regulation Z as well as with internal PenFed policies.
- Deliver high quality servicing to internal and external partners.
- Notify Manager of any compliance gaps or processing errors.
Qualifications
Equivalent combination of education and experience is considered.
- High School Diploma or equivalent combination of education, training and experience, required.
- Associate’s Degree, preferred
- Minimum of two (2) years of direct and detailed knowledge of credit, debit, and ATM payment card operations with a focus on exception processing and case management.
- Minimum of two (2) years of direct work experience in a large card disputes or fraud chargeback operations department.
- Effective verbal, written, and interpersonal communication skills.
- Skill in comprehending and analyzing data and identifying trends and drawing conclusions.
- Ability to make informed decisions.
- Ability to multitask in a fast-paced environment.
- Working knowledge of Microsoft Excel and Word.
- Team player who can work independently.
Supervisory Responsibility
This position will not have any direct reports.
Licenses and Certifications
There are no additional certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to alternate PenFed locations as needed.
#LI-Hybrid
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.
With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.
