• Lead, Dispute Resolution Center

    Job Locations US-CA-Rancho Cucamonga
    Req No.
  • 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 Resolution Center Lead to be responsible for providing assistance with overflow dispute volumes in peak processing times or in the event of staff shortages. Coordinates workflow for the dispute resolution clerks. Provides first level escalation for operational issues, and is capable of resolving complex operational questions. Performs recurring tasks related to the gathering and reporting of metrics.

    What You Can Look Forward to

    • Acts as a subject matter expert providing first escalation point for operational issues related to more complex research questions for staff.
    • Provides assistance by handling overflow volumes during peak periods as requested by management. Must be able to perform all clerk functions.
    • Coordinates workflow of staff to ensure efficient processing.
    • Advises management of personnel or workflow issues.
    • Creates and updates clerk procedures in a timely manner.
    • Reviews and approves actions on claims by Dispute Clerk II staff within established limits.
    • Ensures that weekly reports/metrics spreadsheets have been completed by clerks to facilitate the upload to the metrics or other databases for the purpose of volume and productivity tracking.
    • Coordinates and oversees any special projects as assigned by management.
    • 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).
    • Minimum of four to five years related experience with chargeback processing and/or equivalent combination of education and experience required.
    • Proficient PC knowledge, including Word, Excel, and PowerPoint required. Basic understanding of Microsoft Access helpful.
    • Proficient knowledge of Visa/MasterCard rules and timeframes relating to disputes.
    • Proficient knowledge of Visa/MasterCard platforms for filing disputes.
    • Must possess excellent organizational and communication skills, both written and orally.
    • Must be detail-oriented with strong problem solving and analytical skills.
    • Demonstrated ability to plan, organize, communicate, and manage programs, projects, with direct guidance.
    • This position requires interactions with customers and vendors.
    • Ability to effectively communicate and work across all areas and all levels of CO-OP Financial Services, as well as our customers and vendors.

    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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