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Co-op services Credit Union Lead Chargeback Analyst in Urbandale, Iowa

The Opportunity

We are seeking a talentedLead Chargeback Analystto provide direction, training, coaching and support to the Chargeback department staff. Serves as a resource to the staff, management team, and clients. Acts as a liaison and contact for clients and escalations. Maintains the highest level of customer satisfaction. History of willingness to take on additional responsibilities, special projects and maintaining a positive attitude. Supports staff through training, team building and quality control programs.

What You Can Look Forward to

  • Ensures the team’s daily production and quality objectives are met while demonstrating the highest level of internal and external customer service.

  • Provides support for all products/services currently supported by Cards Risk Management and keeps informed of new products, product enhancements, system changes, and compliance issues. Serves as the “expert” in at least two key Cards Risk Management tasks.

  • Provides leadership and support to staff.

  • Handles projects, as assigned by manager.

  • Acts as the Industry Specialist by staying informed of MC and Visa regulations and changes.

  • Leads and performs quality control audits and consults with leadership regarding results.

  • Identifies, analyzes and communicates training gaps.

  • Regular and reliable attendance.

  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

  • 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 equivalent.

  • Minimum 2 years Chargebacks experience with Visa and MasterCard rule/guidelines

  • Customer service expertise and effective handling of escalation calls.

  • Familiar with Credit union operations.

  • Adult learning and training principles.

  • Decision making/problem solving skills.

  • PC skills (Microsoft Office Suite)

  • Interpersonal communication skills.

  • Telephone skills.

  • Team skills.

  • Project management skills.

  • Leadership skills.

  • College Degree preferred.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce where every employee can live up to their pull potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP’s commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

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.

  • Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.

  • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

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Job LocationsUS-IA-Urbandale

Req No.2021-7187

CategoryBusiness/Client Support

TypeFull-Time

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