Dispute Resolution Supervisor

at  Idaho Central Credit Union

Overview:
The Dispute Resolution Supervisor is responsible for coaching the team to reach department and Credit Union goals. Effectively manages and completes special projects. Ensures member satisfaction through courteous, accurate, and efficient service. Responsible for managing all areas of transaction disputes including intake, processing, resolution, and regulation oversight.

Responsibilities:

• Supervise daily dispute processing and provides the leadership, vision, and day-to-day direction for the Credit Union’s dispute handling and error resolution program.
• Responsible for integration and management of resources through the development and implementation of operational and administrative policies, practices, procedures, controls, and programs.
• Monitors dispute processes and identifies opportunities to improve operational effectiveness and performance standards.
• Maintain a strong understanding of Regulation E, Regulation Z, NACHA, PCI standards, Visa rules and other applicable regulations.
• Assist with vendor management for all dispute processing vendors. Coordinate periodic business partner reviews to maintain interpersonal relationships and reinforce member/credit union deliverable expectations.
• Serve as an expert for fraud areas in accordance with department and organization standards, policies, guidelines, regulations and controls.
• Analyze business needs and develop efficient processes to support Idaho Central Credit Union’s growth.
• Assist with managing projects to implement system and process changes.
• Effectively hire, train and coach team members to reach goals and objectives of the department and Credit Union.
• Ensure member satisfaction through courteous, accurate, and efficient service.
• Work to continuously improve team’s service level to internal teams and ICCU members.
• Additional duties as assigned.

Qualifications:
Qualifications:
Minimum 4-year business or technical degree. 2+ years of experience with fraud lifecycle; prevention, detection, recovery, including risk management, fraud prevention with hands-on fraud investigation, or fraud/payment operations. Knowledge of banking regulations, policies, procedures, documentation, and legal requirements Minimum 2 years management experience. Understanding of financial technologies and trends.
Performance Standard:
Manage the Dispute Processing team while maintaining a positive environment. A demonstrated cooperative and positive attitude toward members and other Credit Union staff. Dedicated to serving our internal members and holding team accountable for the Credit Union’s service. Professional in appearance, attendance, quality, and quantity of work performed. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, check scanner marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.
Must be eligible for membership at Idaho Central Credit Union to obtain employment.
Idaho Central Credit Union is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.

• Supervise daily dispute processing and provides the leadership, vision, and day-to-day direction for the Credit Union’s dispute handling and error resolution program.
• Responsible for integration and management of resources through the development and implementation of operational and administrative policies, practices, procedures, controls, and programs.
• Monitors dispute processes and identifies opportunities to improve operational effectiveness and performance standards.
• Maintain a strong understanding of Regulation E, Regulation Z, NACHA, PCI standards, Visa rules and other applicable regulations.
• Assist with vendor management for all dispute processing vendors. Coordinate periodic business partner reviews to maintain interpersonal relationships and reinforce member/credit union deliverable expectations.
• Serve as an expert for fraud areas in accordance with department and organization standards, policies, guidelines, regulations and controls.
• Analyze business needs and develop efficient processes to support Idaho Central Credit Union’s growth.
• Assist with managing projects to implement system and process changes.
• Effectively hire, train and coach team members to reach goals and objectives of the department and Credit Union.
• Ensure member satisfaction through courteous, accurate, and efficient service.
• Work to continuously improve team’s service level to internal teams and ICCU members.
• Additional duties as assigned