• Lead, Dispute Resolution Center - Analysts

    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 Lead to be responsible for providing assistance with overflow dispute volumes in peak processing times or in the event of staff shortages. Provides first level escalation for operational issues, and is capable of resolving the more complex dispute case questions. Performs recurring tasks related to the gathering and reporting of metrics as well as quarterly reporting responsibilities



    • Acts as a subject matter expert providing first escalation point for operational issues for staff; maintaining a working knowledge and understanding of the Visa/MasterCard chargeback rules and requirements pertaining to claims processing.
    • Provides assistance by handling overflow volumes during peak periods as requested by management. Must be able to perform clerk, analyst I and analyst II functions.
    • Prepares quarterly reporting for MasterCard & Visa for management review and sign off.
    • Prepares Credit Billing report for supervisory/management review and sign off.
    • Performs security administration functions for MasterCard Connect.
    • Liaisons with CMC to review performance related to VOC’s.
    • Performs daily upload tasks to the metrics or other databases for the purpose of volume and productivity tracking.
    • Manage the Programs spreadsheet which is the master listing of clients using MasterCard & Visa services through CO-OP.
    • Coordinates and oversees any special projects as assigned by management.



    • Must have excellent oral and written communication skills, as well as excellent planning and organizational skills are required .
    • Must be detail-oriented with strong problem solving and analytical skills.
    • Demonstrated ability to plan, organize, communicate, and manage programs, projects, with direct guidance.
    • Ability to create adhoc queries and simple reports using Microsoft Access.
    • Ability to effectively communicate and work across all areas and all levels of CO-OP Financial Services, as well as our customers and vendors.
    • We are looking for someone with a minimum of four to five years related experience with chargeback processing and/or equivalent combination of education and experience with a high school diploma or general education degree (GED) required. Previous customer contact related experience preferred. 
    • Previous experience in a lead role preferred. 
    • Must be proficient  with a PC, including Word, Excel, and PowerPoint required. Basic understanding of Microsoft Access is helpful.  Proficient knowledge of Visa/MasterCard rules and timeframes relating to disputes. 
    • Proficient knowledge of Visa/MasterCard platforms for filing disputes.


    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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