case manager Remote
PSCU
Full Time
Remote
10.56 - 12.04 USD Today
Job description
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.
- Remote role
- Pay based on relevant experience/Target Rate $15.30- $19hr
- Paid Training: Mon- Friday between 9 am- 5:30 pm EST for up to 4 weeks
- Flex Shifts: Your routine shift offers flexibility between 6am and 8pm EST (**must be meeting performance expectations to flex your hours outside of 8 am to 6 pm EST and subject to leadership approval)
- Overtime: Available based on business need
- Credit and Debit Card Chargeback experience is a plus
Basic Function:
This position processes incoming fraud/non-fraud disputes within the PSCU dispute platform; leveraging basic knowledge of Card Association Guidelines and timeframes to process chargebacks and recover funds on behalf of the cardholder/credit union while minimizing liability and risk for the company.
Essential Functions & Responsibilities
- Performs chargeback/dispute resolution processing and handles dispute inquiries, provide supporting documentation in various systems while minimizing risk for the company.
- Review electronic documentation produced from various sources to code transactions as fraud/non-fraud disputes within the PSCU processing platform.
- Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions, merchants and internal departments.
- Handle all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
- Send written communication to members and Credit Unions to provide case status or retrieve additional information to continue with the case.
- Identify matching authorization and validate transaction type within various PSCU systems based on knowledge of the Card Association Guidelines.
- Analyze transactions to identify fraud and Non-fraud dispute types to determine reason codes.
- Pay attention to details to mitigate financial losses, review merchants’ response, and recover funds on behalf of members.
- Create freeform letters on behalf of the Credit Union to the member to update current status of dispute.
- Handle/resolve non-posted items, retrieval projects and authorization chargebacks.
- Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends.
- 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.
- 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.
- Utilize multiple resources to validate fraud/non-fraud dispute reason code(s) for accuracy before submitting as well as troubleshooting errors.
- 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.
Physical Demands
- While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
- Specific vision abilities required by this job include close vision
- Ability to occasionally lift/move up to 25 pounds
- Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
Position Specifications
- High School Diploma or GED required.
- Associates Degree in a related field or equivalent combination of education and/or experience preferred.
- One (1) year customer service experience required.
- Minimum one (1) year working in payments preferred.
- General knowledge of card Brand (Visa, MasterCard, Amex, Discover) processing preferred.
Knowledge, Skills, & Abilities
- Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
- Ability to work both independently and in a team environment
- Ability to explain confusing and complicated topics in a clear and concise manner
- Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
- Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
- Demonstrated excellent analytical and quantitative skills, problem solving and organizational skills
- Ability to exercise discretion and good judgment in making decisions
- Proficiency in word processing and spreadsheet computer software applications
- 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:
$31,800.00to
$47,700.00- 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
- 401k (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.
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 for assistance.
PSCU
http://www.pscu.com
Saint Petersburg, FL
Charles E. Fagan, III
$100 to $500 million (USD)
1001 to 5000 Employees
Company - Private
Financial Transaction Processing
1977
