ATM and ACH Dispute Specialist / Senior ATM and ACH Dispute Specialist
Description
ATM and ACH Dispute Specialist Hourly Range: $28.94 - $33.00
Senior ATM and ACH Dispute Specialist Hourly Range: $33.00 - $40.00
Role level and compensation are determined based on skill and experience.
Hybrid opportunity requiring a local candidate to the greater Sacramento region.
Why SAFE?
SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!
- Professional Development Opportunities: Offering training programs, workshops, and mentorship.
- Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
- Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
- Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
- Career Growth: Clear paths for career advancement and internal promotions.
- Work-Life Balance: Encouraging a healthy balance between professional and personal life.
- Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
- Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
- Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
- Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
- Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.
ATM and ACH Dispute Specialist
ATM and ACH Dispute Specialist Hourly Range: $28.94 - $33.00
POSITION PURPOSE
Responsible for investigating and resolving disputes related to debit and credit cards used at proprietary ATMs, ACH, and other transaction disputes (i.e. P2P services such as Zelle).. The position provides operational support for all acquirer activities while ensuring compliance with all applicable regulations and policies. Develops and maintains statistical reporting, researches and recommends new processes and system enhancements, ensures current systems function as expected, updates department records and procedures in alignment with established service standards and strategic objectives, and acts as an operational support for other departments.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Analyze disputed ATM and ACH transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims.
- Investigate and finalize incoming and outgoing Zelle disputes and ensure all Zelle network rules are followed.
- Obtain and maintain a thorough understanding of the processes, procedures, and regulatory requirements for each assigned function allowing for proper dispute resolution, as well as identifying possible system problems and opportunities resulting in mitigation of risk and losses.
- Maintain accuracy and regulatory compliance in provisional credits, dispute resolution, and cardholder communications while adhering to required internal and external timeframes.
- Ensure all foreign ATM adjustments are compiled, sent and managed.
- Report all problems, real and/or perceived, in relation to dispute processing of ATM, ACH, and Zelle transactions. Offer recommendations to remedy or prevent similar problems.
- Track member experience concerns and recommend improvements.
- Ensure daily activities comply with Regulation E and Z, as well as Nacha rules.
- Ensure all electronic correspondence complies with eSIGN Act requirements.
- Assist with department general ledger balancing and reconciliation with support from a SR. ATM and ACH Dispute Specialist.
- Collaborate with department stakeholders to resolve outages.
- Monitor and respond to inquiries received from front line staff
- Contact members by telephone, email, or mail, as appropriate
- Complete other duties, as assigned.
QUALIFICATIONS
Education AND/OR EXPERIENCE:
Associate's degree (A.A.) or equivalent from two-year college or technical school;; or equivalent combination of education and experience.
- Minimum 2 years financial industry experience
- Working knowledge of the following:
- Regulations governing ATM acquiring, debit and credit card processing including Regulation E and Z
- Zelle network rules governing fraud and non-fraud Zelle disputes
- Nacha Rules governing unauthorized ACH disputes for both consumer and corporate accounts
- Credit union products and services related to money movement and payment services
- Current and trending fraud schemes
- Network processing rules
Certification:
- Completion of the Visa Dispute Resolution I course; or completed within 6 months of time in role.
- Completion of the Wespay ACH Bootcamp course; or completed within 120 days of time in role.
Required Knowledge:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Expert knowledge of the following:
- Credit union products and services.
- ATM acquirer dispute resolution regulations.
- ATM Network Mandates/regulations including, but not limited to, CO-OP, Visa, MasterCard, American Express, Pulse, Discover, Cirrus, and Plus.
- General Ledger flow, balancing, and reconciliation.
- Working knowledge of the following:
- ATM hardware operations, functionality, connectivity, and concepts of programming.
- EMV and tokenization.
- Durbin Amendment for network acquiring.
- Visa DPS acquiring regulations and operations.
- NCR hardware and software applications.
Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Skills/Abilities:
- Proficiency using Microsoft Office Word Processing software.
- 10 key adding machine by touch.
- Strong analytical and problem-solving skills
- Strong project management skills
- Effectively manage workload of multiple projects
Senior ATM and ACH Dispute Specialist
Senior ATM and ACH Dispute Specialist Hourly Range: $33.00 - $41.23
POSITION PURPOSE
Responsible for investigating and resolving disputes related to debit and credit cards used at proprietary ATMs and ACH transactions. The position provides operational support for all acquirer activities while ensuring compliance with all applicable regulations and policies. Develops and maintains statistical reporting, researches and recommends new processes and system enhancements, ensures current systems function as expected, updates department records and procedures in alignment with established service standards and strategic objectives, and acts as an operational support for other departments.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Analyze disputed ATM and ACH transactions by collecting information, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims
- Obtain and maintain a thorough understanding of the processes, procedures, and regulatory requirements for each assigned function allowing for proper dispute resolution, as well as identifying possible system problems and opportunities resulting in mitigation of risk and losses.
- Complete provisional credits and cardholder communications within required internal and regulatory timeframes.
- Ensures all foreign ATM adjustments are compiled, sent and managed.
- Review and approve member correspondence for ATM & ACH transaction disputes to ensure accuracy.
- Report all problems, real and/or perceived, in relation to ATM and ACH dispute processing. Offer recommendations to remedy or prevent similar problems.
- Track member experience concerns and recommend improvements.
- Ensure daily activities comply with Regulation E and Z, as well as Nacha rules.
- Ensure all electronic correspondence complies eSIGN Act requirements.
- Perform all department general ledger balancing and reconciliation.
- Collaborate with department stakeholders to resolve outages.
- Monitor and respond to inquiries received from front line staff
- Contact members by telephone, email, or mail, as appropriate
- Complete other duties, as assigned.
QUALIFICATIONS
Education AND/OR EXPERIENCE:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or five years related payments dispute operational experience and/or training; or equivalent combination of education and experience.
- Minimum 5 years industry experience
- Working knowledge of the following:
- Regulations governing ATM acquiring, debit and credit card processing including Regulation E and Z
- Nacha Rules governing unauthorized ACH disputes for both consumer and corporate accounts
- Credit union products and services related to money movement and payment services
- Current and trending fraud schemes
- Network processing rules
Certification:
- Completion of the Visa Dispute Resolution I course
- Completion of the Visa Dispute Resolution II course, preferred
- Visa Dispute Resolution certified , preferred
- WesPay ACH Network certification
Required Knowledge:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Expert knowledge of the following:
- Credit union products and services.
- ATM acquirer dispute resolution regulations.
- ATM Network Mandates/regulations including, but not limited to, CO-OP, Visa, MasterCard, American Express, Pulse, Discover, Cirrus, and Plus.
- General Ledger flow, balancing, and reconciliation.
- Working knowledge of the following:
- ATM hardware operations, functionality, connectivity, and concepts of programming.
- EMV and tokenization.
- Durbin Amendment for network acquiring.
- Visa DPS acquiring regulations and operations.
- NCR hardware and software applications.
Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills/Abilities:
- Proficiency using Microsoft Office Word Processing software.
- 10 key adding machine by touch.
- Strong analytical and problem-solving skills
- Strong project management skills
- Effectively manage workload of multiple projects
WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY
LANGUAGE SKILLS
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to comprehend and author procedures, reports, and business correspondence.
- Ability to effectively present information and respond to questions from groups of managers, peers, vendors, and the general public.
MATHEMATICAL SKILLS AND REASONING ABILITY
- Ability to work with mathematical concepts such as probability and statistical inference.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
- The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision.
- The noise level in the work environment is usually moderate.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
SAFE is an Equal Opportunity and Affirmative Action Employer