EFT Dispute Specialist II

The EFT Dispute Specialist II is responsible for reviewing and processing credit and debit card and ACH disputes for Technology Credit Union (Tech CU). The incumbent is responsible for fine tuning strategies to improve portfolio risk and profitability for Tech CU products. The core responsibilities are focused around day-to-day operational management of fraud related processes and protecting Tech CU from various forms of risk and fraud by reviewing transactions, accounts, alerts and disputes. The incumbent conducts meticulous investigation of various potentially fraudulent transactions and develops rules to assist with early fraud detection and prevention. The incumbent also performs other assignments as requested.

Essential Duties

• Analyzes disputed transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, documenting and resolving claims.
• Maintains up-to-date and thorough operational knowledge for Reg. E, Reg. Z, Visa Rules, and NACHA rules to ensure processes are in compliance.
• Develops procedures to enhance fraud detection efforts; assists in calibration of fraud detection software and training of other involved parties.
• Performs complex analyses and/or modeling to identify patterns of fraudulent transactions and identify common points of compromise.
• Works on projects of various degrees of engagement which are aligned with corporate and departmental objectives using established guidelines; reviews, makes decisions, and documents results.

Work Schedule

• Full-time; 40 hours
• Within core business hours, Pacific Time, M-F, 9-6
• Flexibility to occasionally work early or late hours, and extended weekend hours, typically with advance notice.

Workplace Essentials                                                                               

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education:  A.A. Degree (or equivalent experience)

Experience:  3+ years of EFT, ACH, check, and wire transfer disputes.

Knowledge/Skills/Abilities:

• Working knowledge of research methodology of fraud.
• Working knowledge of fraud detection, prevention, authentication strategies and techniques
• Extremely detail-oriented “can do” attitude, with ability to challenge status-quo and drive innovation
• Strong ability to handle a variety of tasks simultaneously
• Strong ability to effectively communicate with members to resolve risk and fraud issues
• Solid knowledge of state and federal bank compliance procedures and card brand operating guidelines as they relate to fraud investigation and analyses
• Excellent ability to interpret complex documents such as federal regulations and operating guidelines
• Excellent communicator with strong written and verbal communication skills
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer
• Basic knowledge of Verafin, Symitar, Visa Online, and Centrix DTS or similar systems
• Fundamental knowledge of Visa rules and regulations

Travel:  May be required to travel occasionally to Tech CU locations outside of home branch, typically with advance notice.  May be required to occasionally attend offsite training, meetings or events, typically with advance notice.  Overnight travel unlikely.

Typical Working Conditions:  Office environment with direct and/or phone interaction with client. May work remotely as determined by business need and individual performance.

Equipment Used:  Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements:   This position requires:

• Ability to sit 70% of the day
• Walk/travel outside of the facility 10 % of the time
• Speaking and listening to interact with clients and team in person or via phone
• Reading a computer screen and perform keyboarding tasks for up to 50% of the day

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

PAY AND BENEFITS

This is a grade 104 position, with a salary range from $68,400 to $95,600 with bonus potential of 7%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience. Tech CU is a pay-for performance organization that benchmarks base pay to the 50^th percentile of our market and we provide incentive-based compensation aligned with successful accomplishment of individual and corporate goals. The salary mentioned above is based on working in San Jose, CA. Salaries are based on the geographic location in which you live if working remotely.

Additionally, Tech CU provides health care benefits, life and disability insurance, 12 paid holidays and 401k with a company match; along with employee paid voluntary benefits. 5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service. Eight hours of Voluntary Time Off (VTO) are granted to full time employees annually to dedicate time to charitable organizations. Leaves of absences are available in adherence with state and federal regulations.