Job description

Do you love solving problems for members from behind the scenes? This position processes fraud and/or dispute claims while finding the best outcomes for our members. A typical day is fast paced, working on incoming and existing claims, collaborating with merchants and members for resolution, and assisting front-line staff with claim relates calls.

The Cardholder Protections team is a dedicated group with an “all for one and one for all” mentality that works well together and pitches in to help each other out!

If this sounds interesting to you, below are a few more details.

• Responds to written and verbal inquiries, requests, fraud and dispute claims, and concerns by providing instruction, information, file maintenance and monetary transactions and adjustments.
• Analyzes fraud and dispute claims and applies general knowledge of card processing regulations to differentiate fraud claims from dispute claims. Reviews transactional activity and member claim information to determine validity of claim. Makes recommendation to management to deny fraud claim if suspected member involvement.
• Investigates and processes ATM, debit and credit card fraud claims and dispute cases for debit and credit cards. Adheres to procedures to ensure claim processing is completed within required regulatory guidelines.
• Gains knowledge of both credit and debit card fraud and dispute processing using Symitar and First Track/First Dispute case tracking system. Adheres to MasterCard operating rules and regulations, more specifically chargeback compliance, arbitration, resolution, collection, and merchant procedures. Increases knowledge by attending webinars and trainings, and by accessing bulletins and publications.
• Completes necessary documentation and inputs data to ensure timeframes/deadlines are met and member accounts are handled in accordance to regulatory guidelines.
• Manages a large number of claims in a work queue requiring a great amount of attention to detail and staying with the time frames. When possible, reduces the fraud charge off through the chargeback process and through investigation if processed according to the rules and within applicable time frames.

Here is what we are looking for:

• Minimum of 1 year of financial services and customer service experience required.
• Experience using a computer with multiple operating systems and a variety of software, to include: Microsoft Office Suite (including PowerPoint and Access), Internet, Symitar, FDR, Star Station, and Adobe Acrobat.

What we offer:

• Award winning company culture!
• You can’t beat a role in sunny San Diego!
• Hybrid environment. Remote up to 2 days a week if you would like (some weeks may require more onsite days based on what’s happening in the business)
• 18 days of PTO in your first year plus 12 holidays a year!
• 6% 401(k) match
• Full benefits package including medical, dental, vision, life insurance, etc.

If this sounds like an amazing opportunity to you (because ya, it is!), we want to hear from you!

Base Pay/Salary: $20.00 - $26.00 an hour

The hourly rate range that we expect to pay for this position is $20.00 - $26.00. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.

INDMF

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act (“CCPA”) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the COVID-19 notice provides the disclosures required by the CCPA and applies to applicants who are subject to the CCPA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.

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