Case Management Representatives, PSCU - Two Chicks With A Side Hustle

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

Education Requirements:

High School Diploma or GED required.
Associates Degree in a related field or equivalent combination of education and/or experience preferred.

Experience

Minimum one (1) years 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 and Trust.

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
Demonstrate excellent analytical and quantitative skills, problem solving and organizational skills
Ability to exercise discretion and good judgment in making decisions