locations
Remote-USA
time type
Full time
posted on
Posted 3 Days Ago
job requisition id
6342
Join the people helping people.
For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.
If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”
This application is the first step in seizing your moment.
Remote role (Internal paygrade R325)
Pay commensurate with relevant experience, target hourly rate $15-18.63 an hour
Paid Virtual Training: Mon- Friday Full time virtual training between 8 am to 6 pm EST for 2 to 6 weeks
Flex Shifts: Your routine shift offers flexibility between 6am and 8pm EST ***In order to flex your shift outside of our core business (8 am to 6 pm) EST), you must be able to meet performance expectations and work independently without leadership guidance.
Overtime: Available based on business and can be earned on weekends, evenings and holidays
Case management role supporting our Fraud Team
This position processes incoming fraud/non-fraud disputes within the PSCU dispute platform; leveraging basic knowledge of Card Association Guidelines and timeframes to process chargebacks and recover funds on behalf of the cardholder/credit union while minimizing liability and risk for the company.
Essential Functions & Responsibilities
Performs chargeback/dispute resolution processing and handles dispute inquiries, provide supporting documentation in various systems while minimizing risk for the company.
Review electronic documentation produced from various sources to code transactions as fraud/non-fraud disputes within the PSCU processing platform.
Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions, merchants and internal departments.
Handle all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
Send written communication to members and Credit Unions to provide case status or retrieve additional information to continue with the case.
Identify matching authorization and validate transaction type within various PSCU systems based on knowledge of the Card Association Guidelines.
Analyze transactions to identify fraud and Non-fraud dispute types to determine reason codes.
Pay attention to details to mitigate financial losses, review merchants’ response, and recover funds on behalf of members.
Create freeform letters on behalf of the Credit Union to the member to update current status of dispute.
Handle/resolve non-posted items, retrieval projects and authorization chargebacks.
Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends.
Ensure compliance with federal and state regulations in resolving issues.
Discern when follow up with cardholder for additional documentation is needed and take the appropriate actions.
Responsible to process de-conversion and conversion files and will need to be adept at reading dispute/fraud processing reports as well as knowledgeable of trailing activity.
Utilize multiple resources to validate fraud/non-fraud dispute reason code(s) for accuracy before submitting as well as troubleshooting errors.
Provide back up to documentation services when requested, to meet departmental SLA’s.
Provide back up to the Relationship Team when requested, to meet departmental SLA’s.
Perform other duties as assigned.
Physical Demands
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
Supervisory Responsibility
No
Position Specifications
High School Diploma or GED required.
Associates Degree in a related field or equivalent combination of education and/or experience preferred.
One (1) year customer service experience required.
Minimum one (1) year working in payments preferred.
General knowledge of card Brand (Visa, MasterCard, Amex, Discover) processing preferred.
Knowledge, Skills, & Abilities
Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
Ability to work both independently and in a team environment
Ability to explain confusing and complicated topics in a clear and concise manner
Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
Demonstrated excellent analytical and quantitative skills, problem solving and organizational skills
Ability to exercise discretion and good judgment in making decisions
Proficiency in word processing and spreadsheet computer software applications
Ability to maintain confidentiality of materials handled
Ability to be flexible and work under high pressure in a complex environment
Pay Equity
PSCU is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is:
$31,200.00
to
$46,600.00
*Note: The amount shown is based on full time annual salary and would be prorated based on role.
In addition this position is eligible for an incentive plan, based on performance.