Job DetailsJob LocationOregon City - Oregon City, ORSalary Range$27.69 - $38.00 HourlyDescriptionThis job posting will close on Tuesday, August 19, 2025Join our teamRivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations.Rivermark is committed to transforming lives and communities together. So, if you're looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here.Our commitment to inclusionRivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It's part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark, and learn more on our website.Primary Responsibilities:Manages a high volume of debit and credit card fraud disputes and merchant disputes with strict adherence to Visa Rules, Regulation E, and Regulation Z. Responsibilities include organizing cases, conducting comprehensive investigations, and handling documentation from members and staff. Ensures the accurate submission and tracking of dispute cases through the card processor, following procedures for additional information requests, card-backs, re-bills, re-presentments, or write-offs as necessary. Upholds departmental standards through procedural and regulatory knowledge, identifies potential fraudulent trends and takes decisive actions. Additionally, monitors card disputes and fraud trends in collaboration with other business units and department management, contributing to the creation, monitoring, and implementation of effective credit and debit card rules. Provides exceptional support to employees across multiple communication channels, promptly addressing member inquiries and escalating as needed. Provides comprehensive training to new and lesser experienced team members ensuring proficiency in dispute processing procedures. Assists management in Regulation E audits, department risk assessments, and other duties as requested, contributing to regulatory compliance and operational excellence.Card Fraud Dispute Processing: Handles a high volume of debit and credit card fraud disputes in strict adherence to Visa Rules, Regulation E and Regulation Z. This involves organizing dispute cases, conducting thorough investigations, and managing relevant documentation from members and staff. Submits and tracks dispute cases through the card processor, ensuring follow-ups for additional information, chargebacks, re-bills, re-presentments, or write-offs as required.Merchant Dispute Processing: Handles a high volume of debit and credit card merchant disputes including Non-Receipt of Merchandise/Services, Quality of Merchandise or Services, Paid by Other Means, Multiple Charge, Incorrect Transaction amount and Cancellation. Organizes dispute cases, conducts thorough investigations, and managesrelevant documentation from members and staff. Submits and tracks dispute cases through the card processor, ensuring follow-ups for additional information, chargebacks, re-bills, re-presentments, or write-offs as required.Escalated/Complex Dispute Processing: Provides expert-level guidance on procedures and regulations for escalated and complex member disputes. Assists manager with escalated member situations including member contact.Employee/Member Support: Assists employees through various help desk channels and internal service requests. Demonstrates strong service skills, identifying needs, gathering information, and providing informed decisions and recommendations. Promptly escalates system or process issues as needed.Service Fulfillment: Services and maintains a high volume of Card Services inquiries and tasks, ensuring all inquiries are handled efficiently and in compliance with regulatory requirements. Independently completes complex requests and provides support and guidance to other team members.Procedural/Regulatory Compliance: Utilizes procedural and regulatory knowledge of payment processing to uphold departmental standards and identifiespotentially fraudulent activities, taking appropriate actions as necessary. Assists management on Regulation E audits and risk assessments, and other duties as requested.Monitors card dispute and fraud trends to work in partnership with Card Services Management, Fraud and Payment Dispute Center to create, monitor and implement effective credit and debit card rules.Provides comprehensive training to new and lesser experienced team members.QualificationsMust Haves:High school diploma/GED required.Minimum three years of financial institutionand two years card operations experience required.Ability to quickly acquire, maintain and accurately apply knowledge of pertinent regulatory rules and regulations and Credit Union products, procedures and policies.Excellent service and collaboration skills. Capable of providing consistently strong and individualized service through a variety of help desk channels.Remains calm in escalated situations and is able to work toward a satisfactory solution.Ability to understand and translate business objectives into action.Can successfully evaluate reports, documents, and service requests for quality and anomalies, analyze work processes, and make recommendations for process improvements. Ability to recognize potential fraudulent trends.Ability to remained focused and perform tasks with a high degree of accuracy. Strong attention to detail.Able to multi-task and work with multiple data systems and departments simultaneously.Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships.Strong written, verbal communication and interpersonal skills.Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence. Able to maintain high levels of confidentiality.Strong organization, planning and prioritizationskills.Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications.Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.Must be available to work 9 a.m. to 6 p.m., Monday through Friday; potential foroccasional Saturday shift from 9 a.m. to 6 p.m.,based on staffing needs.Nice to Haves:Bilingual skills a plus.We offer a competitive benefits package designed to support your well-being and professional growth. Visit our benefits page to learn more.Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.
Rivermark Community Credit Union