Global Credit Union
Dispute Resolution Specialist I, II, III, Senior
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Dispute Resolution Specialist I, II, III, Senior
Dispute Resolution Specialist
About the Role
Reports to: Dispute Resolution Officer Functions Supervised: None
Primary Functions: Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card, and ACH, adhering to:
- Federal regulations
- VISA and NACHA operating rules
- Credit Union policies and procedures
Duties and Responsibilities
- Provide prompt, professional, helpful, knowledgeable, and courteous member service
- Develop expertise in card and ACH dispute processes and systems
- Maintain current working knowledge of:
- Regulations E, Z, and CC
- VISA and NACHA operating rules
- Credit Union policies and procedures
- Create, research, and resolve card and ACH dispute cases in alignment with:
- Federal regulations
- VISA and NACHA operating rules
- Policy and procedural standards
- Evaluate cases and provide provisional credit within defined limits (where applicable)
- Research and compile evidence to validate unrecognized transactions for members
- Conduct merchant conference calls to resolve product and service issues
- Actively engage with members to:
- Validate information
- Research cases
- Obtain supporting documentation
- Handle inbound calls and make outbound calls for:
- Case creation
- Member follow-ups
- Report disputed transactions for:
- Fraudulent activity
- Potential activity trends
- Document research findings and case actions, including referrals for:
- Suspicious activity reporting
- High-dollar case review
- Adhere to deadlines and structured workflows, ensuring tasks complete accurately and on time
- Support daily reporting and MRMS request fulfillment
- Willingness to perform any additional duties as assigned
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Qualifications
Education
- High school diploma or equivalent (required)
Experience/Skills
- Must demonstrate:
- Articulate communication with patience and empathy (telephone-based interactions)
- Detail-oriented writing skills
- Strong ability to follow through on tasks
- Proficiency with:
- Personal computers and web-based applications
- Microsoft Word and Excel
- Competent interpersonal and discretionary judgment skills
- Preferred: One year of prior experience in a similar role or financial operations
Tenure Requirements
-
Category 14 (Dispute Resolution Specialist I)
- Entry-level or equivalent experience in lieu of tenure
-
Category 13 (Dispute Resolution Specialist II)
- Requires one year in Category 14, meeting/exceeding expectations
- Substitutions: Directly related work experience or training completion
-
Category 12 (Dispute Resolution Specialist III)
- Requires one year in Category 13, meeting/exceeding expectations
- Substitutions: Directly related work experience or training completion
-
Category 11 (Senior Dispute Resolution Specialist)
- Requires one year in Category 12, meeting/exceeding expectations
- Substitutions: Directly related work experience or training completion
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Compensation
Starting salary determined based on:
- Candidate experience
- Qualifications achieved
- Education level
- Applicable local/state wage requirements
Salary pay ranges organized by category:
-
Category 11 (Senior Dispute Resolution Specialist)
- $57,484 – $90,230 annually
-
Category 12 (Dispute Resolution Specialist III)
- $53,226 – $81,405 annually
-
Category 13 (Dispute Resolution Specialist II)
- $49,284 – $73,391 annually
-
Category 14 (Dispute Resolution Specialist I)
- $45,633 – $66,624 annually
New hire base salaries typically align between minimum and midpoint.
Benefits
- Incentives: Short-term and long-term
- Health & Wellness Plans:
- Comprehensive medical, dental and vision insurance
- HSA and FSA options available
- Retirement & Savings:
- 401(k) plan with 5% match
- Employee Assistance Programme (EAP)
- Additional life and disability coverage
- Voluntary cash benefits for:
- Accidents
- Hospitalisation
- Critical illness
- Education Support: Tuition reimbursement
- Leave & Liberty Programs:
- Generous Paid Time Off accrual
- Paid Sick Leave
- Paid Holidays
Tables and additional benefit information accessible via [Global Comprehensive Benefits Programs]. Equal Opportunity Employer
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