Visa Support Specialist 2

Join Us in Making an Impact ✨ 

At OneAZ Credit Union, our success is measured only by yours. We’re here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters—you've found it! 

Who You Are 🧩 

You’re impactful, compassionate, and fearless, ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you, let’s build something great together. 

What You’ll Do 🚀 

📍This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027

Under general supervision, the VISA Support Specialist II handles the back-office processes for disputes and other card related tasks.  The role initiates appropriate action to resolve disputes, ensuring potential financial risk is mitigated, utilizing available resources, and minimizing any negative impact to the member experience. The VISA Support Specialist II follows pre-established guidelines to satisfy Regulation E requirements and deadlines.

Essential Functions

• Reviews and processes fraud and non-fraud disputes for debit cards to ensure compliance with Reg E timeframes.
• Analyzes dispute claims as needed to identify patterns and validate dispute claims.
• Inspects dispute documentation submitted by members for accuracy and completeness.
• Conducts follow-up calls to the member regarding fraud and dispute applications.
• Communicates with manager when a high-risk merchant or fraud pattern is detected.
• Answers phone calls regarding Visa debit card disputes and any other card related processes internally and externally.
• Prints and reviews the daily letters and delivers to the mailroom.
• Monitors help desk and email inbox.
• Handles and processes incoming mail.
• Researches addresses on credit card statements and re-mail.
• Supports Cards on the Spot (COTS) processes to branches.
• Supports testing of software program upgrades, process, and system changes.
• Reviews and audits the credit card reports.
• Processes the credit balance refund report.
• Processes and researches the credit card fraud writeoffs.
• Partners with the Security and Investigations team when criminal or fraudulent activity is identified.

What You Bring🎯

• High School Diploma or GED (General Education Development). Required
• Associate's Degree preferred
• 3 to 5 years of similar or related experience. Card processing, call center, customer service, banking, credit union operations experience required.
• Familiarity with Regulation E and dispute tracking systems preferred Or a combination of education and experience.
• 10-key and office suite software (specifically Microsoft Outlook, Word, and Excel) experience.
• Strong working knowledge of Reg E, Red Flags and risk operations to minimize/eliminate potential loss to the Credit Union.
• Strong verbal/written communication, phone etiquette, analytical, problem solving, attention-to-detail, teamwork, and professionalism skills.
• High degree of personal initiative, interpersonal, and judgement skills.
• Ability to handle escalated calls and have complex conversations with members, conveying empathy and a positive member experience, whenever possible.
• Ability to perform work independently with or without specific procedures.
• Ability to work in a fast-paced environment and multi-task.
• Strong ability to protect confidentiality of all financial data related to Credit Union operations and its members.
• Strong aptitude to assess risk and make decisions related to disputes and fraud claims.
• Expert knowledge of policies and procedures related to card products

Compensation & Benefits 🎉

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans 
• Paid childcare assistance
• Award-winning 401K
• Gym fee reimbursement 
• Tuition Reimbursement 
• Student loan repayment
• ...and much more. Explore all the details in our comprehensive Benefits Booklet
• Target hiring range $21.12/hr. - $26.40/hr. (Depending on experience and prior to any incentives this position is eligible for)

Why Join OneAZ? 

At OneAZ, we’re not just a credit union; we’re a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank for new pioneers. 

We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you’ll be part of a team committed to exceeding expectations and redefining what’s possible. 

Additional Notes:  

Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.