Case Management Representatives, PSCU

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
• Proficiency in word processing and spreadsheet computer software applications
• Ability to travel as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment

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