Paid Training: Remote Case Management- Credit Card Disputes Fraud Focus (Entry Level)

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”

This application is the first step in seizing your moment.

Case Management- Credit Card Fraud Focus

This is a remote employment opportunity with full time flex schedules available between 8 am and 8 pm (you may work a full time flex shift once you complete training and able to meet performance expectations).

Pay Rates: Based on experience level $15 to $18.64

Training Information: 2 weeks (Must be available for core training between the hours of 9am EST to 5:30 pm EST-training may be extended up to 5 weeks)

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Overtime requirements: Must be willing to work overtime based on business need which may include  weekend hours and/or holidays.

Anticipated Start date: January 9 or 16, 2022 pending eligibility clearance and equipment delivery

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

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Supervisory Responsibility:

None.

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

Remote Requirements:

Access to 50mps download speeds for home office.
Access to a smart device (phone or tablet) with OS version 6.0 or greater or for Apple device IOS version 11.0 or greater. (device cannot be rooted or jail broken)
Remote employees are required to have access to a secure and quiet environment during working hours
The ability to hardwire connect to an Internet modem via an Ethernet cord.  A standard Ethernet cord can be provided by PSCU
Ability and willingness to keep webcam on when required for training or other business needs.
You must have a valid mailing address to receive your equipment, we can not ship to a PO BOX.

Pay Equity

PSCU is committed to pay equity and a competitive benefits package. The typical annual hiring range for this position based on relevant experience and internal equity is:

$31,200.00to

$41,466.66*Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU offers:

Beautiful, state-of-the-art campuses
Endless opportunities for advancement
Competitive wages
Generous paid time off and paid holidays

Our benefits package includes:

Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
Dental and Vision
Basic and Optional Life Insurance
Company Paid Disability Insurance
401k (with employer match)
Health Savings Accounts (HSA) with company provided contributions
Flexible Spending Accounts (FSA)
Supplemental Insurance
Legal Plan
Pet Insurance
Adoption Assistance Plan
Mental Health and Well-being: Employee Assistance Program (EAP)
Mental health and Well-being: Virtual mental health support and resources
Tuition Reimbursement
Wellness program
Back-up child care program
Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

If this position requires you, now or in the future, to perform your function or report onsite at a PSCU location or travel on behalf of PSCU, entry procedure and Covid protocols are in place that will require your adherence as a condition of employment. PSCU manages these procedures and protocols requiring your use of third party digital applications, in compliance with federal, state, and local laws.

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid driver’s license, and proof of insurance at time of hire and annually.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

As a matter of operational management limitations and business administrative process parameters, remote position assignments at PSCU are geographically restricted to where PSCU currently operates. As a result, we are unable to proceed with applications from those state residents. Applicants are encouraged to apply for other available opportunities for which they qualify.

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status , or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “EEO is the Law” Poster and the “EEO is the Law” Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

For positions based out of our Phoenix, Arizona location, PSCU is an E-Verify Employer. Please click here for the E-Verify Poster in English or Spanish. For information regarding your Right To Work, please click here for English or Spanish.

As an ongoing commitment to reasonably accommodate individuals with disabilities, PSCU has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to submit resumes via our careers page submission button If further assistance is required.