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Remote Disputes Representative - Remote

Remote
Company Location: Anywhere
pscu
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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.

Start your career at PSCU with opportunities for career advancement.

Class Start 6/13/22

Training is 5-8 weeks and the schedule for training will be 10am-7pm EST.

Some available production schedules are:

  • 9:30AM - 6:00PM EST; days off on Sunday and Tuesday

  • 10:00AM - 7:00PM EST; days of on Sunday and Thursday

  • 1:30PM - 10PM EST; days off on Saturday and Sunday

What you can expect:

This is more than a job. This is a family. Because there is no obstacle we can’t overcome together.

  • Culture of belonging and recognition, where peers and managers support you personally and expertly

  • Up to 40 hours PTO, 40 hours sick time, and 10 paid holidays prorated by the start date

  • Overtime potential

  • Tuition Reimbursement

  • Emergency Childcare Support

  • Shift Bid Opportunities

  • Health, Dental, Vision, 401K match, and more benefits once the eligibility date is met

  • Learn more to earn more pay for skill opportunities and career advancement

  • Up to $1.75/hr in shift differential and $1.00/hr bilingual pay differential opportunities are available

What you’ll do: one of the most important roles at PSCU

  • Tap your winning personality and passion to help others by assisting customers who call for—well, help.

  • Use your insightfulness to resolve inquiries originating from our members and determine the best course of action.

  • Perform chargeback/dispute resolution processing using PSCU internal and external platforms

  • Build rapport, provide excellent customer service, and impact people in a positive way.

  • Communicate trend to management, provide feedback in the development of training tools and procedures directly related to the chargeback and funds movement process.

The basic function of this position is to be the proficient in Disputes and Fraud for resolving cardholder and credit union disputes, which include the management and oversight of incoming calls and callback requests. The job is to analyze and resolve cardholder disputes within department and association guidelines/timeframes; demonstrating department standard methodologies to resolve disputes and recover the funds for our cardholder and/or Credit Union while minimizing liability and risk for the company.

The incumbent must have the ability to perform all functions of the Case Management Rep to support the department when necessary.

Role Responsibilities:

  • Apply critical thinking skills to identify and resolve inquiries originating from members and credit union ondailynd determine the best course of action to resolve the case within established departmental timeframes
  • Manage volume, work queues and reassign or escalate cases where appropriate to maintain departmental and contractual SLA’s, while providing best in class customer service
  • Ensure compliance with federal and state regulations
  • Make outbound calls to members and credit unions to resolve cases including; verifying, interpreting, disseminating, or requesting information about a dispute
  • Provide professional written and verbal responses to external customers
  • Perform chargeback/dispute resolution processing applying PSCU internal and external platforms
  • Communicate trends to management, provide feedback in the development of training tools and procedures directly related to the chargeback and funds movement process.
  • Manage daily priorities to assure pending work and callbacks are completed within departmental and contractual requirements
  • Escalate priority issues to management when required
  • Review, process or close work cases, as appropriate
  • Maintain knowledge of association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis and resolution of those cases
  • Be proficient in all areas of entry level fraud/non-fraud dispute processing and maintain knowledge in all aspects of the disputes processing
  • Support inquiries within documentation services and fraud management as needed
  • Perform other duties as assigned.

Knowledge, Skills, & Abilities:

  • Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion and Trust.
  • Understanding of financial settlements in relation to chargebacks and compliance file/ impact on GL’s and credit union
  • General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for PSCU platforms, First Data Platforms and Association’s (MasterCard/ Visa)
  • Superior communication skills both verbally and written
  • Ability to interact with all levels of management staff, members, Credit Unions and cardholders
  • Ability to work independently with minimal supervision, as well as, the ability to multi-task priorities
  • Ability to handle multiple priorities, exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel, credit unions, members, PSCU Support and Sales staff, and external vendors.
  • Advanced PC Windows-based software experience with working knowledge Microsoft Software
  • Ability to function in a fast paced, production-based environment and balance priorities to move freely between the various channels as workload dictates
  • Demonstrate behaviors based on PSCU values
  • Demonstrated excellent analytical and quantitative skills
  • Ability to exercise discretion and good judgment in making decisions
  • 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

Role Requirements:

  • High School Education or equivalent combination of education and/or experience required. Associates Degree Preferred.

  • Two (2) years customer service experience required. Two (2) years experience in payments or fraud preferred.

Working location, training overview, work from home guidelines, etc.

  • 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

  • Info on return to office and any onsite requirements

It’s not what we do – it’s why we do it. Be a part of helping credit union members build a better financial future.  

#HiringNow #Readytowork #RTW #Immediatelyhiring

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:

$32,900.00

to

$43,100.00

*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.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion [ Link removed ] - Click here to apply to Disputes Representative - Remote

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 [ Link removed ] - Click here to apply to Disputes Representative - Remote or [ Link removed ] - Click here to apply to Disputes Representative - Remote. For information regarding your Right To Work, please click here for [ Link removed ] - Click here to apply to Disputes Representative - Remote or [ Link removed ] - Click here to apply to Disputes Representative - Remote.

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.

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