Dispute & Transaction Analyst

OUR LEADERSHIP PHILOSOPHY
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills: A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication and contribute beneficially to team dynamics.

Embraces Change & Learning: This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change.You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

Utilizes Critical & Creative Thinking: Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

Takes Personal Ownership: This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

POSITION SUMMARY
Under close to moderate supervision of management the Disputes and Transaction Analyst serves as a subject matter expert in all matters relating to dispute claims and investigations of all Visa debit/credit cards, checks, ACH, ATM and other transaction types. The Dispute and Transaction Analyst must be proficient in all rules and regulations relating to various transaction channels to processes disputes. The role uses an investigative process and tools to facilitate and resolve dispute transactions including member and merchant contact, documentation review, and any internal review with other departments as identified. In addition, the Disputes and Transaction Analyst participates in daily, weekly and monthly operations and reporting including management of fraud rules, monthly reconciliation, record keeping and reporting, and monitors tracking and alert systems.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES
* Processes disputes related to Visa debit/credit cards, checks, ACH, ATM, and other transaction types (i.e card reward programs). Including investigations of dispute reason and internal supporting materials and processes.
* Monitors and manages dispute tracking system, alert management system, dispute emails, member concern queues and any department phone calls in a timely manner to best serve members.
* Works with Contact Center leadership on Common Point of Purchase (CPP) to mitigate fraud trends.
* Downloads and processes daily, weekly, and monthly reporting, including working daily IC10.
* Provides Retail and Contact Center support for EnFact fraud cases requiring assistance with members
* Participates in regular training and certifications needs related to the position such as organizational, department and regular compliance training.
* Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB SPECIFICATIONS
* Strong written and verbal communication skills. Strong organizational and attention to detail. Ability to adapt quickly to a rapidly changing environment.
* Effectively communicates with internal and external customers to solve member inquires and/or represent the organization professionally in conduct and personal appearance.
* Ability to be accurate with numbers, procedural details, processing and balancing or accounts and GLs.

EDUCATION, TRAINING & EXPERIENCE
* High School diploma or equivalent.
* 3-5 years of experience in customer service, payment processing channels, card operations, or similar/related experience.
* Experience in environments dealing with sensitive information and problem resolution while providing exceptional service.

WORK ARRANGEMENT: The working arrangement for this position is hybrid or remote. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. Although a remote work arrangement may be authorized, those working in a remote position should expect occasional travel to headquarters or other business locations as necessary for work purposes.

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

* Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.

* Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.

* Weekly Paychecks - Because waiting two weeks shouldn't be the norm.

* 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

* Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.

* Volunteer Time Off (VTO) - Give back to your community with paid time to serve.

* PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.

* Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

* Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.

* HSA/FSA Options - Save pre-tax dollars for everyday health expenses.

* Discounted Pet Insurance - Because furry family members deserve care too.

* Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

* Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.

* Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.

* Ongoing Training & Career Growth - We invest in your development from day one.

* Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER