Assistant Manager, Card Fraud & Dispute

Alexandria , Virginia
Jul 25, 2017
Aug 04, 2017
Full Time


PenFed is hiring a Assistant Manager, Card Fraud & Dispute in the Alexandria/Tysons, VA office.  The Assistant Manager, Card Dispute Services will be responsible for the efficient and effective operation of disputes operations for cards.  This position will manage the timely and accurate processing of dispute claims, oversee daily productivity of staff, manage disputes and chargeback processing systems, and be responsible for being compliant with all relevant regulations and policies.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

    Assist incumbent is responsible for daily dispute operations, inclusive of meeting regulatory timelines for disputes Be responsible for fully integrating First Disputes (and/or similar disputes applications), execute related procedures Have expertise with chargeback systems, particularly VROL Thorough familiarity with association rules and regulations as it relates to disputes and chargebacks Support the automation of disputes processing and revision of the policies/procedures as necessary Be knowledgeable and up-to-date about relevant regulations (e.g Reg Z/E, SAR, etc.) and internal compliance policies and procedures Manage audit-related activities and deliverables Manage daily productivity of staff (including assigning cases), help develop staff performance and enhancement productivity method, and lead processes for higher efficiency Support the development of daily, monthly, annual MIS (with Card Fraud Analytics) Conduct regular review of processes and people, communicate findings to direct manager, and support gap closures Help manage vendor relationships, including leading related system issue resolutions Support member communications and escalations Provide backup to fraud team and related disputes activities as necessary

Education and Experience

Equivalent combination of education and experience is considered.

    Bachelor’s Degree preferred Minimum of five (5) years of experience in disputes processing; additionally fraud claims processing knowledge preferred Minimum of three (3) years as manager or senior/supervisor team lead in disputes processing Direct experience with disputes applications, particularly First Disputes Direct experience with association chargeback applications, particularly VROL Working knowledge of association rules and regulations as they pertain to chargebacks (fraud and disputes) Knowledge of disputes related regulations, particularly Reg Z/E and SAR Experience in managing/leading people and projects

Supervisory Responsibility

This position will supervise employees.


Licenses and Certifications

There are no additional licenses or certifications required for this position.



Local travel to various worksites is required.


About Us

Founded in 1935, and still growing, we began as the War Department Federal Credit Union.  Today, PenFed is one of the country’s strongest and most stable financial institutions with over 1.5 million members and over $21 billion in assets.  We serve members in all 50 states and the District of Columbia, as well as on military bases in Guam, Puerto Rico and Okinawa. 

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

PenFed is an Equal Opportunity Employer

PenFed will maintain and observe personnel policies which will prohibit discrimination or harassment against a person because of race, color, creed, age, sex, gender, religion, national origin, ancestry, genetic information, military or veteran status or obligation, the presence of a physical and/or mental disability and all other statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment.  PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.

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