Card Investigations - Disputes Operations Administrator

TITLE: DISPUTES OPERATIONS ADMINISTRATOR STATUS: EXEMPT REPORT TO: MGR - CARD INVESTIGATIONS DEPARTMENT: CARD INVESTIGATIONS JOB CODE: 11118 PAY RANGE: $70,400.00 - $85,000.00 ANNUALLY   POSITION AND PURPOSE Supports the Manager, Card Investigations and the Vice President, Payment Servicing Operations with the development, implementation, and management of assigned projects including, but not limited to new products and product enhancements, system/report enhancements, and promotions. Functions as the Credit Union subject matter expert on most card investigation related items and dispute system configurations and management for credit/debit/ATM cards as well as other payment dispute functions like Zelle, Checks, ACH, and wires. Collaborates with various professionals throughout the organization such as IT programming, Enterprise Applications, Risk and Compliance, Card Operations, Payment Operations, Treasury Management, and the Enterprise Portfolio Management Office to provide criteria, direction, and background of initiatives. Keep leadership informed of all operational and system updates, Regulatory and Network changes that impact the division, and ensures system performance and functionality remain optimized. WHO WE ARE Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. WHO YOU ARE You support the Manager, Card Investigations, and Vice President, Payment Servicing Operations by leading and managing Card Investigations–related projects, system enhancements, and operational initiatives that ensure regulatory compliance, service level performance, and operational effectiveness across card and payment dispute functions. You are a subject matter expert in card and payment investigations who applies strong analytical, project management, and system administration skills to maintain service levels, regulatory requirements, system configurations, and vendor performance for credit, debit, ATM, and payment dispute operations. You partner cross functionally with Technology, Risk and Compliance, Card Operations, Payment Operations, Treasury Management, Enterprise Applications, and the Enterprise Portfolio Management Office to translate business needs, regulatory requirements, and system performance data into optimized processes, system enhancements, and continuous improvement solutions that support the Credit Union’s Strategic Goals. THE WORK Responsible for maintaining all Card Investigations-related service levels and regulatory requirements are met. This includes providing management updates on internal service levels, KPIs, QA scores and overall health of Card Investigations program. Assist with defining the project scope and objectives for Card Investigations-initiated projects, and promotions and develops detailed work plans, schedules, project estimates, resource plans and status reports, in order to meet the Credit Unions current and future strategic initiatives for Card Investigations, operating expenses, and compliance. Seek out process improvement opportunities identified through committees, business owners, project teams and proactive discovery. Recommend business-level changes based on findings, including identifying best practices and industry standards and solutions. Review, analyze, and create detailed documentation of business unit needs, including workflows, program functions, and implementation schedules. Complete research, analysis, and recommendations on system enhancements to improve existing workflows and system navigation. Maintains a thorough understanding of state and federal regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Provide testing scripts and test results for Service Pack and all card and payment investigation UAT related scenarios. Document project activities, follow-up and resolve identified UAT scenarios and production outages and concerns. Update management on progress and outstanding issues of all system tickets and updates. Make recommendations to management based on research and analysis results. Participates in project meetings and is responsible for project tracking and analysis for Card Investigations-initiated projects. Responsible for system administration tasks that include reviewing and approving quarterly letters and security system permissions audits and changes. Weekly audits to confirm overall health of system and performance ensuring automated task do not fail or stall. Modify user skillsets, and other related tasks for all card and payment investigation Claim Systems and related applications. Assist with testing and validation system enhancements. Create/update departmental procedures and assist Retail admin with Branch and Contact Center procedures, FAQ, weekly updates/reminders related to Card and Payment Investigations and communication of related Impact Alerts. Assist with RFP responses. Provide cost benefit analysis and proposed responses to various RFP concerns. Perform liaison functions with external contacts, processors, vendors, and associated organizations. Responsible for vendor management and service levels. Assume related responsibilities as required. Interface with programmers on card services initiatives; giving direction on requirements, testing and implementation. Back-up and work in conjunction with the teams Senior Specialist to help assist and lead technicians and Specialist with training and coaching and development opportunities. Lead department project using the project management program in place of a corporate manager. QUALIFICATIONS EDUCATION: Bachelor’s Degree Business, Finance or related field or equivalent work experience. required EXPERIENCE: 2+ years project management or project management support and experience in a card services environment and processing platforms preferred. Exposure to process development/improvement methodologies. KNOWLEDGE/SKILLS: Keeps abreast of established Card Investigations and Credit Union rules, regulations, policies, and practices. Strong personal computer skills Independent work methods Oral and written communication and numerical skills. Ability to read, analyze, and formulate business processes. Must be able to apply analytical skills and processes to problem solving in assigned projects Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to formulate ideas and recommendations both orally and in writing for presentation to management. Experience with Credit Card systems and software. Experience with MS Project Software desired. LICENSES AND CERITIFCATIONS: None CORE COMPETENCIES: Takes Initiative - Owns tasks and responsibilities Delivers Results with Agility - Meets deadlines and adapts Collaborates Across Teams - Works well within the team Solves Problems Proactively Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability ORGANIZATIONAL CONTACTS AND RELATIONSHIPS INTERNAL: All levels of staff. EXTERNAL: Members, vendors and third parties. WORKING CONDITIONS Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient. PHYSICAL REQUIREMENTS Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds. DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor. DECLARATION/ACKNOWLEDGEMENT This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.