Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

PSCU is a proud recipient of the 2023 Gallup Exceptional Workplace Award and has been named to the Forbes list of America’s Best Midsize Employers 2023! These recognitions reflect the strength of our culture and core values, which help PSCU grow, evolve and foster a highly engaged workforce.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”

This application is the first step in seizing your moment.

The basic function of this job is to analyze and resolve cardholder disputes within department and association guidelines/timeframes; leveraging department best practices to resolve disputes and recover the funds for our cardholder and/or Credit Union while minimizing liability and risk for the company. The incumbent must have the ability to perform all functions of the Case Management Rep I to support the department when necessary.

• Non-Fraud Case MGMT 1st stage Chargeback processing experience preferred
• Experience with Act 1, First Track Optus, Case Pro and 3270 preferred
• 2 week training 8am to 4pm EST

Essential Functions & Responsibilities

• Perform chargeback/dispute resolution processing utilizing PSCU internal and external platforms
• Review/Complete lost/stolen reports or distributed fraud form to verify total fraud activity/ fraud transactions and fraud reporting required for each case
• Ensure compliance with federal and state regulations in resolving issues
• Discern when follow up with cardholder for additional documentation is needed and take the appropriate actions
• Handle/resolve non-posted items, retrieval projects and authorization chargebacks
• Communicate with members regarding fraud transactions • Identify first party fraud
• Responsible to process de-conversion and conversion files and will need to be adept at reading dispute/fraud processing reports as well as knowledgeable of trailing activity
• Review, process or close work cases, as appropriate
• Utilize multiple resources to validate fraud/non-fraud dispute reason code(s) for accuracy before submitting as well as troubleshooting errors
• Research and review validity of financial losses due to employee/system errors as well as the ability to present those losses to leadership for reporting and possible coaching opportunities
• Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends
• Provide back up to documentation services when requested, to meet departmental SLA’s
• Provide back up to the Relationship Team when requested, to meet departmental SLA’s
• Perform other duties as assigned.

Position Specifications

Education

• Associates Degree in related field or equivalent combination of education and/or experience required

Experience

• Minimum two (2) years customer service required.
• Minimum (2) years of experience working credit and debit card fraud/non fraud disputes preferred.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion and Trust.
• Advanced knowledge of internal general ledgers for both credit and debit cards; advanced knowledgeable of balancing account transfer credits and debits when needed
• Advanced knowledge of association and regulatory rules and guidelines for processing fraud/ non-fraud disputes
• Advanced knowledge of credit and debit card settlement and its impacts to both cardholder accounts and credit union GL’s
• Demonstrate behaviors based on PSCU values
• Proven ability to communicate effectively in both verbal and written formats
• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Demonstrated excellent analytical and quantitative skills
• Basic understanding of documentation workflow and processes
• Ability to exercise discretion and good judgment in making decisions
• Proficiency in word processing and spreadsheet computer software applications
• Ability to travel as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment

Pay Equity

PSCU is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is:

to

*Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU offers:

• Beautiful, state-of-the-art campus

• Endless opportunities for advancement

• Competitive wages

• Generous paid time off and paid holidays

Our benefits package includes:

• Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services

• Dental and Vision

• Basic and Optional Life Insurance

• Company Paid Disability Insurance

• 401 k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Legal Plan

• Pet Insurance

• Adoption Assistance Plan

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Mental health and Well-being: Virtual mental health support and resources

• Tuition Reimbursement

• Wellness program

• Back-up child care program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

PSCU is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a PSCU location, employee attentiveness and cooperation with PSCU Employee Safety Workplace Protocols is critical.

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check , valid driver's license, and proof of insurance at time of hire and annually.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

PSCU is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.