Patelco Credit Union

  • ATM Dispute Specialist

    Job Locations US-CA-Pleasanton
    Req No.
    Regular Full-Time
  • Overview


    We’re here to help people in communities throughout Northern California build financially healthy livesWe do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

    About Patelco Credit Union    

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 


    The Opportunity

    We are looking to fill the position of ATM Dispute Specialist based at our Pleasanton headquarters. In this role, responsibilities will include, but are not limited to: independently research and process ATM related disputes for both Patelco Members and non-member which include providing provisional credits, making adjustments on member’s accounts, reviewing balancing reports, watching ATM video footage, cross referencing ATM transactional journals and other data points, formulating recommendations, creating write-off forms, advocating for members and working chargebacks.

    In addition, the Dispute Specialist will assist in performing daily review and approval of deposited checks through Ensenta and CheckALT software programs. As well as open and monitor ATM, TCR and TCD service tickets with vendors.

    This position will require weekend work. The successful candidate will be adaptable and display a high level of initiative, professionalism and organizational skills.


    Job Duties:

    • Independently access Non-Member and Member ATM disputes as initiated through the Patelco’s Salesforce interface MSP (Member Service Platform) and other delivery channels
    • Analytically review ATM balancing information, electronic journals, video footage and other data points to quantify a dispute
    • Responsible for proactively reviewing account activity for early warning detection of account abuse, check kiting, and money laundering.
    • Complete account adjustments including debiting of funds, providing provisional credits, general ledger adjustment, and daily balancing with a high level of accuracy
    • Leverage the software tool Verifin, to track disputes and potential losses
    • Process ATM chargebacks by reviewing exception reports to ensure accounts get correctly adjusted
    • Responsible for review and analysis of risk mitigation reports to proactively mitigate fraud and risk exposure
    • Possess heightened awareness of fraud trends and collaborate with internal Loss Prevention and BSA Departments by reporting suspicious accounts; analyze account behaviors to prevent losses and detect fraud
    • Analyze electronic check images presented on the Ensenta software platform to determine acceptability and make decision to accept or return deposit item; ensure compliance with check negotiation standards and check hold policies in accordance with Regulation CC
    • Responsible for timely processing within service level expectations and adherence to federal regulations including Regulation CC, Regulation E, and Check21 Act
    • Accurately validate MICR line and make necessary adjustments to ensure accurate image file transmission to the Federal Reserve Bank
    • Urgently assess an ATM’s issue based on feedback from staff and other sources so that the correct type of service call can be opened.
    • Uses excellent analytical skills to assist in researching ATM outages
    • Compile transactional data and comprehensive productivity reports for management
    • Makes recommendations to improve efficiencies for processes and procedures
    • Responsible completing tasks within service level standards including responding to incoming calls, help desk tickets, and email correspondence
    • Provide quality service to members to facilitate resolution of research and questions
    • Perform other duties as assigned




    • Minimum 3 years of Customer Service or related experience
    • Previous experience in ATM settlement and balancing
    • Knowledgeable in Regulation CC, Regulation E, and Check21Act
    • Previous experience with Mobile Deposit, Remote Deposit Capture, or returned check adjustments
    • Must have reliable transportation
    • High School Diploma or GED equivalent
    • Associates degree or higher, preferred
    • Working knowledge of MS Word, Excel, Outlook, HTML and Java script
    • Familiarity with office equipment such as copy machines, computer printers, and electronic document scanners
    • Ability to be well organized, team-player, motivated, flexible with working hours, be open to constructive feedback and on-going training.
    • Demonstrate ability to understand and define a problem, collect information, establish facts and make valid recommendations under limited supervision
    • Proficiency to recognize and deliver accurate results
    • Strong interpersonal skills, excellent communication skills (written & oral) and the ability to work effectively and build relationships both internally and externally
    • Proven track record of meeting assigned project deadlines with the ability to multi-task and be detail oriented
    • Demonstrate an ability and desire to thrive in a challenging fast paced work environment
    • Possesses a positive and engaging attitude in delivering exceptional service by taking responsibility for own work, problems, and issues
    • Demonstrated ability to adhere to Patelco’s shared values: Service Passion, Engagement, Empowerment, Integrity, Resourcefulness, and Teamwork
    • Ability to lift at fifty (50) pounds
    • This role is based in our Pleasanton Headquarters
    • This role will require travel and weekend work

     Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability


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