• Dispute Resolution Center Project Lead

    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 Project Lead to provide support and expertise for the Dispute Resolution Center and lead diverse projects that enhance Chargeback and Dispute Processing operations.  Identifies, designs, drives and implements business process improvements that enhance quality, speed and efficiency results.  Supports the development of a quality culture through training, feedback, and the development of improved technology on applicable systems as well as researches and identifies new enhancement opportunities. The Project Lead is the primary interface between the Client, Product and Technology as well as across different development teams to enhance operational effectiveness. Analyzes business problems and opportunities and formulates a solution to meet the requirements while fitting into the capabilities of our systems and resources.  Ensures that client requests are initiated correctly, worked timely and follows the workflow process being established. Participates in the system set up for converting clients.  Works as the primary contact and subject matter expert for regulatory changes/requirements (Association rules and regulations E and Z) while managing implementation throughout related projects. Partners with internal teams to write technical client facing procedures/manuals associated with new projects and operational changes. 

    What You Can Look Forward to

    • Manages and inspects platform/system related phases of the Chargeback tasks for client conversions and implementations to meet and exceed client expectations.
    • Reviews incoming Work Orders and makes necessary adjustments to client program files to ensure accurate records are maintained. 
    • Reviews and makes assessment of new client requests; coordinates with department management the assignment of new clients to appropriate parties while ensuring proper onboarding steps are taken.
    • Take appropriate actions on those clients offboarding from CO-OP.
    • Performs security administration functions for Visa Resolve Online and MasterCard Connect applications.
    • Serves as a Business Administrator for MasterCard Connect.
    • Consults the client on best practice options to meet the needs for their products and services.
    • Manages communication for project implementations to ensure Dispute Resolution Center team members are informed. 
    • Leads, investigates and assists in root cause analysis and problem resolution as needed to ensure that clients receive prompt, efficient service.
    • Provides the highest level of internal and external customer service.
    • Communicates with clients and CO-OP staff in a professional manner.
    • Manages the CUNA Mutual Claims Automation Service including activation/deactivation requests, maintain department records for active clients. 
    • Participates and represents the department on various internal launch teams and committees for CO-OP products and services.
    • Acts as Subject Matter Expert (SME) for changes/Maintenance Upgrades in Data Navigator/FIS platform systems.  Reviews monthly Maintenance Upgrade technical documentation related to Chargeback processing.  Drafts and approves final notices for impacted clients.
    • Create/update department policies and procedures as needed.
    • Identifies, analyzes and documents business requirements.
    • Creates and maintains necessary project documentation to ensure Dispute Resolution Center standards, quality standards and deadlines are met.
    • Continually seeks and implements improvements for work processes.
    • Leads iCO, FIS/Data Navigator, MasterCard Connect, Visa Resolve Online, and other Dispute Processing/Chargeback system enhancements and provides testing as required.
    • Designs and executes test scripts and scenarios to determine issues in process or service. 
    • Acts as a resource to both internal/external clients and effectively communicates to ensure expectations are met.
    • Recommends and implements new processes and changes that ensure the overall solution meets business needs and enhances the team’s performance.
    • Assists with the business case and approvals.
    • Creates scope and requirements for Chargeback initiated projects to meet department goals.
    • Maintains accountability for the accomplishment of team and organizational goals.
    • Oversees project tasks so project team is able to meet business objectives.
    • Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
    • Lead evaluates new requests and understand whether all requirements have been fulfilled.
    • Initiates new requests to appropriate parties and communicate expected due dates.
    • Monitors requests to ensure compliance with internal guidelines and ensure client expectations are met.
    • Partners internally and externally - with other CO-OP staff, clients, vendors, business partners and owners.
    • Provides clear, concise and timely communication.
    • Embraces change and supports change management initiatives.
    • Identifies development opportunities and works with manager to establish learning focus and learning plan.
    • Embraces our culture of growth, change and continuous learning.
    • 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.
    • Associates Degree from an Accredited Institution (may be substituted for 5 years of industry experience).
    • Extensive product knowledge and minimum 2 years CO-OP experience preferred.
    • Adult learning and training principles.
    • Project Planning.
    • Extensive Chargeback experience, a minimum of 5 years.
    • Knowledge of MasterCard and Visa Regulations.
    • Must possess excellent organizational and communication skills, both written and orally.  Interpersonal communication skills are a must.
    • Customer Service Expertise.
    • Microsoft Word, Excel, Outlook and Access skills.
    • Decision making/problem solving skills.
    • Team skills.
    • Project management skills.

    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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