• Dispute Clerk II

    Job Locations US-CA-Rancho Cucamonga
    Req No.
    Business/Client Support
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.


    We are seeking a talented Dispute Clerk II who is responsible for providing administrative support to Dispute Resolution Analysts in the Dispute Resolution Center. Primary duties include confirming and documenting incoming cardholder dispute claims for members of CO-OP Financial Services credit unions. Also conducts initial transaction data research and prepares dispute claims for further assessment while maintaining a high level of productivity and accuracy. Mentors and provides support to Dispute Clerk I staff.

    What You Can Look Forward to

    • Sort and process incoming faxes & documents related to cardholder dispute claims. Provide credit union clients with confirmation within designated timeframes.
    • Open dispute claims in iCO Ticket Management System (TMS) and accurately document transaction details.
    • Conduct transaction research, obtaining and documenting authorization information and other data necessary for evaluation by Dispute Resolution Analysts.
    • Process and verify Visa Retrieval Requests.
    • Report fraudulent transaction data to card associations as required.
    • Confirm and update warning bulletin information using Exception File Update (EFU) or Visa Resolve Online interface.
    • Enter fraud transaction data on iCO Ticket Management System (TMS) for Plastic Card Claims Automation program with CUNA Mutual.
    • Process timely and accurate Notice of Action letters to credit union clients.
    • Process MasterCom documentation for MasterCard Representments and send corresponding Notice of Action letters to credit union clients.
    • Review incoming Visa Representment reports and update department logs as required.
    • Process and distribute Lost/Stolen card reports to appropriate parties.
    • Update and maintain Clerk production logs for management review.
    • Coordinate training for new Dispute Clerk I staff.
    • Update and maintain weekly schedule of Clerk duties.
    • Update credit union dispute contact information in iCO/Darwin to ensure proper routing of Notice of Action letters.
    • Review and approve actions on claims taken by Dispute Clerks I within established limits.
    • Must react to change productively and handle other essential tasks as assigned.
    • Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • High School diploma or general education degree (GED), or one to two years related experience; or equivalent combination of education and experience.
    • Competence required in Microsoft Windows, Word and Excel.
    • Good understanding of Windows and Windows based software.
    • Must possess good organizational and administrative skills.
    • The individual must also be detail oriented and able to handle multiple tasks simultaneously.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   


    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.


    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.


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