Dispute Resolution Assistant Manager

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Assists in managing the operations and staffing of the Dispute Department Specialists regarding Dispute Initiation, Resolution, Manual Chargebacks, 4200 Reporting, and other Visa related assignments. Responsible for employee development, training, quality, and team motivation. Workload will include all processes assigned to and completed by the Dispute and Fraud teams including monitoring, tracking, and reviewing team performance by assisting the Dispute Manager.

Job Description

LOCATION

Mountain America Center - Hybrid

9800 S Monroe St

Sandy, UT 84070

SCHEDULE

Full Time; this is a hybrid schedule with some weekly in office expectation, based on business need.

To be effective, an individual must be able to perform each job duty successfully.

• Coaches and trains Dispute Specialists regarding case initiation and resolution.
• Oversees quality process, delivers feedback to Dispute Specialist I, II, and III understands all aspects of Dispute process.
• Educates external members and internal employees on dispute regulations, consumer rights, and dispute guidelines.
• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent's daily productivity.
• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department
• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
• Holds approval authority in making business decisions related to Dispute write offs and moving cases forward to arbitration with Visa.
• Responsible for managing Dispute case load and working with Dispute Manager to fairly distribute work and provide training to employees.
• Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit.
• Trains and provides guidance to Dispute Specialist I, II, and III provides feedback as appropriate for coaching and development.
• Has responsible for reporting practices including Disputes filed, Disputes Completed, and other various reports as deemed necessary by the Dispute Manager.
• Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the member, and clear expectations are established to ensure member satisfaction.
• Provides superior customer service to both internal as well as external customers.
• Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Three to five years of similar or related experience; with extensive knowledge of credit union dispute policies and procedures preferred.

Education

Associates Degree or equivalent work experience preferred.

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Licenses, Certificates, Registrations, Trainings

Formal training/certification in Visa Regulations, Chargebacks, Representments and Arbitrations

Computer/Office Equipment Skills

Microsoft Office Suite knowledge and the ability to learn applicable software to do the job.

Managerial Responsibility

Has managerial responsibilities that are assigned and over seen by manager. Managerial responsibilities are direct or through work/team leaders or assistants. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.

Language Skills:

Must have the ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees, members, or clients.

Other Skills and Abilities

Prefer general knowledge of credit union operations and organizational structure. Must have good verbal and written communication skills. Must have great organizational skills. Must be extremely detailed oriented

• Ability to organize and prioritize tasks. Have dependable behavior and continues initiative to look for ways to improve processes and work flow.
• Has a thorough knowledge of the various networks rules and regulations, such as the Co-op, Visa, and Credit Union policies and procedures.
• Ability to take feedback and implement goals to make improvements.
• Provide excellent verbal and written communication, problem solving skills, and the ability to make decisions based on logical reasoning.
• Ability to work through a fast paced and goal oriented environment.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Requires frequent standing, walking, sitting, using hands to handle or feel, reaching with hands and arms, talking and hearing. Occasionally climbing, kneeling or crawling.

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Color vision (ability to identify and distinguish colors)

Weight Lifted or Force Exerted

Frequently lifts up to 10 pounds, occasionally lifts up to 20 pounds and rarely lifts up to 100 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

• This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.*

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.