• Dispute Resolution Center Supervisor II

    Job Locations US-CA-Rancho Cucamonga
    Req No.
    Banking/EFT/Financial Services
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Dispute Resolution Center Supervisor II to be responsible for supervising and coordinating the operations Analyst staff, focusing on final disposition of claims, ensuring maximum productivity and minimal loss through accuracy and efficiency with a quality customer service focus. Minimizes losses in an environment of over $3M in monthly exposure.


    What your day will look like:

    • Acts as an escalation point for operational issues for Analyst and Lead staff; maintaining a working knowledge and understanding of the Visa/MasterCard chargeback rules and requirements pertaining to claims processing.
    • Participates and represents the department on various internal launch teams and committees for CO-OP products and services.
    • Provides support for SRMs for existing and potential new members by delivering service descriptions and statistical information, responding to client inquires, and providing consultative information related to claims processing. Participate in client presentations as requested by SRMs.
    • Keeps abreast of external changes in the dispute processing environment, analyzes the effect and creates a training plan for internal staff and credit unions.
    • Reviews Visa and/or MasterCard notification/mandates to support compliance with chargeback processing requirements. Assists in communicating updates to staff and credit unions.
    • Conducts monthly audits and review actions taken on claims by staff to ensure accuracy and compliance.
    • Creates/updates department policies and procedures as needed.
    • Acts as subject matter expert for changes/updates in Data Navigator technical manuals related to Chargeback processing.
    • Manages the CUNA Mutual Claims Automation Service including activation/deactivation requests, maintain department records for active clients.
    • Acts as department liaison.
    • Systems & Support for escalation and tracking of issues in Data Navigator.
    • Networks for issues related to Visa Resolve Online and MasterCom
    • Serves as a business administrator for MasterCard Connect
    • Serves as a Visa Administrator for Visa Online.
    • Coordinates and oversees any special projects as assigned by management.
    • Provides input to manager to support departmental budgeting and variance analysis.
    • Reviews Client Service Surveys performed by third party vendor to ensure service levels are meeting company expectations. Communicates findings with staff and take any remedial steps as appropriate.
    • Supervises staff ensuring daily production of claims processing and support for all Dispute Resolution Center clients and monitors workflow, productivity, accuracy and losses
    • Develops, coaches, reviews and documents employee performance and attendance to maintain department effectiveness. 
    • Coordinates department and systems training for new employees.


    • High school diploma or general education degree (GED) and some college level courses in a business related field preferred along with at least 4 years of supervisory experience in a financial institution or EFT and 4 to 5 years related experience with chargeback processing and/or equivalent combination of education and experience required.
    • Competence required in Microsoft Office applications including Microsoft Access. 
    • Excellent organizational and communication skills, both written and orally, detail oriented and able to handle multiple tasks simultaneously along with the ability to effectively work across all areas of CO-OP Financial Services as well as vendors. 
    • Some overnight travel is required. 


    If you or someone you know can perform the duties and responsibilities required of the Dispute Resolution Supervisor II and have the skills and experience required, please submit your resume to be considered for the opportunity.


    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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