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Debit Card Dispute Resolution Specialist I (Savings & Membership)

  • Location: FL Pensacola - GPO
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular

Job Description


Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To review, process, and resolve Debit Card dispute claims. Research and process chargebacks, arbitration, or compliance cases to other financial institutions through Visa/Mastercard. Respond to escalated member inquiries from Contact Center and Branch personnel. Resolve member disputes directly with merchants. Assist members by reviewing and understanding documentation provided by members and merchants regarding contracts, contract estimates and terms and conditions. Remain alert and informed of threats to account security, counterfeit operations, and stolen cards. Work under supervision.


• Review, process, and resolve Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Navy Federal policies and procedures 
• Research adjustments and compile documentation from financial institutions, processors, and acquirers to construct cases to be filed against these organizations 
• Request information and documentation to clarify details or resolve dispute cases within mandated time frames and regulations
• Make decisions and recommendations within authorized monetary limits 
• Document, track, monitor arbitration and compliance cases for progress to prevent or minimize financial loss to members and/or Navy Federal 
• Keep cognizant areas informed of status and actions taken on accounts
• Ensure general ledger entries for each case are properly balanced at the end of each month 
• Research and complete assigned claims by reviewing the Navigate Visa database, PIN database, eClient, eFax, RightNow, OnDemand and Online Communication database 
• Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
• Research and analyze members’ claims, related transactions, circumstances, and actions surrounding the claim and determine corrective action to resubmit corrections for balancing the general ledger 
• Review posted/unposted transactions and research account history/card activity to credit back invalid charges to member accounts or to chargeback transactions to financial institutions, processors, and acquirers 
• Complete account investigations and respond to actions generated by other financial institutions such as good faith collections, pre-arbitration/pre-compliance cases, chargebacks, and representments
• Scan chargeback documentation into system, record account actions and case development 
• Resolve claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issues 
• Initiate and/or respond to communications with members, vendors, and other financial institutions
• Stay informed of business environment, financial services and associated trends to ensure competitive business
conditions and newest developments are incorporated 
• Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Manage and adhere to Regulatory Guidelines and Consumer Protection requirements
• Provide guidance to and assists in training new Level Is
• Perform other duties as assigned


• Familiarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures, and systems
• Exposure to accounting, research, or auditing techniques and methods, in a financial institution
• Experience in assimilating information, analyzing facts, and developing logical conclusions
• Experience in financial transaction/processing related responsibilities
• Effective member/customer service skills
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Working knowledge of compliance and regulations related to debit card dispute claims
• Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Experience in to working in a high volume, fast paced environment
• Effective skill navigating multiple screens and PC applications and adapting to new technologies
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill interacting tactfully and effectively in difficult situations
• Basic database and presentation software skills
• Effective organizational, planning and time management skills
• Basic research, analytical, and problem solving skills
• Effective verbal and written communication skills
• Desired – Knowledge of NFCU credit/debit card products, services, processes, procedures and related dispute/fraud
• Desired – Familiarity with debit card operations and dispute regulations
• Desired – Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives

Monday-Friday, 6:30AM-5:30PM
* Work hours are flexible as long as the shift occurs within this time frame 

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability