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.


  • 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