Req No. 2021-7484 Category Business/Client Support Type
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.
This position is temporarily-remote. That means that this
position is currently remote due to COVID. However, once we
transition back into the office, the manager would prefer for this
person to work in the physical office.
What You Can Look Forward to
Work with Clients to coordinate Chargeback project work
(including conversions, regulatory changes etc.) to ensure that
CO-OP meets client expectations.
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. 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. 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 and embraces our core values of Work as
Partners, Communicate Openly and Honestly, Demonstrate Excellence
and Champion Change in all interactions.
Identify, plan and implement operational improvements to achieve
organizational efficiency and quality improvement goals.
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 Resolution Center, 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.
Work as the primary liaison between Dispute Resolution Center
and other departments for designing functional solutions to meet
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;
Assist in initiating new requests, monitoring the progress of
inflight requests and ensuring expected deadlines are met. Provides
subject matter guidance.
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.
Actively supports strategic future, culture and leadership
practices by providing necessary training and resources.
Creates successful partnerships
Partners internally and externally - with other CO-OP staff,
clients, vendors, business partners and owners.
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. Bachelor's Degree from an Accredited
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;
ensuring that our employee base reflects the consumers we serve;
cultivating a workplace in which every employee can live up to
their full potential. 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
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
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.