Summer Associate Internship (Debit Card Dispute Specialist)

Overview

Debit Card Disputes is within the Savings & Membership Department at Navy Federal Credit Union and connected to the overall Debit Card team. The Debit Card Dispute team applies federal and network operating regulations to successfully recover funds on behalf of our members via the dispute resolution process.

The Summer Associate would learn the dispute process, resolve claims for our members, and get the chance to see how the case management system performs. Additionally, the Summer Associate might have the opportunity to track and report issues to the case management system developers to improve the system long term. 

The Summer Associate Program is a 12-week internship program beginning in May 2024 and ending in August 2024. Students will work on impactful projects and meaningful work during their internship. To qualify for this position, applicants must be currently pursuing a degree from an accredited college or university and have an anticipated graduation date of December 2024 or later.

Responsibilities

• Review, process and resolve routine Debit Card dispute cases by applying Federal/Visa/Regional network regulations and Navy Federal policies and procedures
• Research moderately complex adjustments and compile documentation from financial institutions, processors and acquirers to construct cases to be filed against these organizations
• Request information and documentation to clarify details or resolve routine dispute cases within mandated time frames and regulations
• Make decisions and recommendations within authorized monetary limits
• Document, track, monitor arbitration and compliance in routine cases for progress to prevent or minimize financial loss to members and/or Navy Federal
• Keep cognizant areas informed of status and actions taken on accounts
• Ensure general ledger entries for each case are properly balanced at the end of each month
• Research and complete assigned complex claims by reviewing Dispute Case Management Systems, Visa Database, eClient, eFax, RightNow, OnDemand and Online Communication database
• Identify transactions where chargebacks can be applied and resolve provisional credit adjustments
• Research, review and provide basic analysis of members' claims, related transactions, circumstances and actions surrounding the claim and determine corrective action to resubmit corrections for balancing the general ledger
• Review moderately complex posted/unposted transactions and research account history/card activity to credit back invalid charges to member accounts or to chargeback transactions to financial institutions, processors and acquirers
• Complete basic/routine account investigations and respond to actions generated by other financial institutions such as good faith collections, pre-arbitration/pre-compliance cases, chargebacks and representments
• Scan chargeback documentation into system, record account actions and case development
• Resolve routine claims for PIN-based debit card cash and purchase transactions and complex dispute and chargeback issues
• Initiate and/or respond to communications with members, vendors, and other financial institutions
• Stay informed of business environment, financial services and associated trends to ensure competitive business conditions and newest developments are incorporated
• Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Manage and adhere to Regulatory Guidelines and Consumer Protection requirements
• Perform other duties as assigned

Qualifications

• Exposure to accounting, research, or auditing techniques and methods in a financial institution
• Experience in assimilating information, analyzing facts, and developing logical conclusions
• Experience in financial transaction/processing related responsibilities
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Experience in to working in a high volume, fast paced environment
• Effective member/customer service skills
• Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill interacting tactfully and effectively in difficult situations
• Basic database and presentation software skills
• Effective organizational, planning and time management skills
• Basic research, analytical, and problem solving skills
• Effective verbal and written communication skills
• Desired - Familiarity with day-to-day PIN-based dispute or signature-based chargeback regulations, processes, procedures, and systems
• Desired - Working knowledge of compliance and regulations related to debit card dispute claims
• Desired - Familiarity with debit card operations and dispute regulations

Hours: Monday – Friday, 8:00AM - 4:30PM
Location: 820 Follin Ln, Vienna, VA 22180 | 5550 Heritage Oaks Dr, Pensacola, FL 32526 | 141 Security Dr, Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process. 

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.