Senior Card Dispute Specialist

Alexandria , Virginia
Aug 14, 2017
Oct 19, 2017
Full Time

PenFed is hiring for a Senior Card Dispute Specialist in Alexandria, VA.  The primary purpose of this job is research and resolve all dispute claims.  This position will have to maintain knowledge of all chargeback processing phases, including but not limited to chargebacks, representments, arbitration, compliance, and the applicable time limits and required documentation.  This position will also receive and process all necessary forms and paperwork for disputed items and chargebacks, handling incoming and outgoing member calls to provide guidance, and training staff when necessary.


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.

    Resolve member problems within delegated limits, including but not limited to refunding fees, monetary and non-monetary adjustments. Research information needed for more complex dispute cases and take necessary action upon reviewing disputed items. Respond to member and potential member telephone calls concerning Credit Card/Debit Card/ATM accounts in an accurate, prompt and courteous manner.                           Make monetary and non-monetary adjustments to members' accounts.               Maintain thorough knowledge of VISA, American Express and Master Card regulations and operating procedures to assure the timely resolution of chargeback and potential chargeback items. Resolve ATM/Debit/Credit Card dispute claims in accordance with Reg E/Z and internal PenFed policies Provide assistance and training to less experienced staff members as required. Communicate with vendors to resolve outstanding issues. Process chargeback items through chargeback systems and send the required chargeback documentation to the appropriate merchant or cardholder bank. Receive and respond to Credit Card/Debit Card/ATM related correspondence to answer member disputes and inquiries.                                                          Maintain required production and other section reports.                        Assist with other projects as necessary and provide backup for fraud and disputes operations.                                      

Education and Experience

Equivalent combination of education and experience is considered.

    Associate’s Degree Minimum of two (2) years’ of experience in credit card operations, with credit card chargeback experience is required Effective verbal, written and interpersonal communication skills

Supervisory Responsibility

    This position will not supervise employees.

Licenses and Certifications

    There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.



Limited travel to various worksites may be 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.

Equal Employment Opportunity

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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