Dispute & Chargeback Supervisor

POSITION PURPOSE

This position is responsible for the end-to-end processing of customer Regulation E debit card disputes utilizing multiple software applications. Additional responsibilities include detecting, monitoring, and reporting debit card fraud trends, as well as communicating with retail, accounting, and financial crimes teams, merchants, and members to resolve disputes and chargebacks.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Investigate, evaluate, administer, and monitor member debit card dispute claims from intake through final resolution.
2. Prepare dispute case files and ensure all required documentation is complete.
3. Investigate debit card dispute claims using technology tools and applications to determine dispute and chargeback options and cardholder liability.
4. Maintain knowledge of Regulation E as well as Mastercard rules and regulations to process all phases from initial dispute claim to arbitration or closeout within specified regulatory timeframes.
5. Provide timely and accurate direction and instruction for debit card dispute related inquiries from internal and external sources.
6. Utilize technology and other resources to process claims, review daily file updates, and report any deficiencies.
7. Process member debit card dispute claims in Orion systems in compliance with applicable policies, procedures, regulations, and rules.
8. Process chargebacks on a timely basis.
9. Identify potential fraud trends, monitor member and transaction activity, and report red flags to the Fraud and BSA teams.
10. Work with the Fraud and BSA teams to identify and prevent sophisticated fraud and financial crimes.
11. Perform Mastercard merchant or country rules updates and facilitate the implementation of rules as needed to mitigate fraudulent transactions.
12. Review reported Compromised Card Alerts, following the card tracking, reissue, and notification process.
13. Collect and maintain documentation and information required for internal audits and regulatory examinations.
14. Cross-train with applicable teams, including Fraud and BSA, to maintain organizational cohesion and supplement investigations.
15. Perform other related duties as requested and special projects as assigned.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School graduate or GED equivalent required. Bachelor’s degree preferred.

KNOWLEDGE/EXPERIENCE: 5+ years of experience in debit card dispute resolution and chargeback management. Strong, up-to-date working knowledge of MasterCard Rules and Regulations and Regulation E relating to debit card payments, chargebacks, and dispute processing. Prior leadership or management experience a plus.

SKILLS/ABILITIES:

• Ability to work efficiently with internal and external partners.
• Ability to take initiative and work independently.
• Ability to perform in a high-volume environment, meet deadlines, and handle difficult situations with tact, empathy, and professionalism.
• Excellent planning and organizational abilities.
• Excellent communications (written and oral) and interpersonal skills.
• Adaptability and dependability are a must.

WORKING CONDITIONS: Typical office environment

Successful candidates must pass pre-employment credit checks, background checks, and drug screens.
Orion FCU is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, national origin or any other federal or state protected class. We maintain a drug-free workplace and perform pre-employment substance abuse testing. If you are unable to complete this application due to a disability, contact us to ask for an accommodation or an alternative application process.