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Intake Research Clerk

CO-OP Financial Services

This is a Full-time position in Fort Worth, TX posted August 18, 2021.

US-TX-Fort Worth

Req No. 2021-7884
Category Business/Client Support
Type Full-Time

The Opportunity

We are seeking a talented Intake Research Clerk to provide administrative support to Dispute Resolution Analysts in the Dispute Resolution Center. Primary duties include case intake and workflow preparation of incoming cardholder dispute claims for members of CO-OP Financial Services credit unions. Also conducts initial transaction data research and review while taking limited actions on cases within network and department guidelines. Prepares dispute claims for further assessment while maintaining a high level of productivity and accuracy.

  • 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.
  • The hours for this position are primarily Monday – Friday 8am-5pm

What You Can Look Forward to

  • Review and process incoming cases and documents related to cardholder fraud and dispute claims. Provide credit union clients with confirmation within designated timeframes.
  • Monitor incoming queues and prepare cases by accurately documenting cardholder details and completing workflow setup.
  • Generate cardholder correspondence in accordance with regulatory and network guidelines.
  • Conduct transaction research, obtaining, assessing and documenting authorization information and other data necessary for evaluation by Dispute Resolution Analysts. Take limited actions on fraud related cases.
  • Report fraudulent transaction data to card associations as required.
  • Confirm and update card association’s warning bulletin/exception file information when applicable.
  • Enter fraud transaction data in dispute case management system for Plastic Card Claims Automation program with CUNA Mutual.
  • Create timely and accurate notifications of case processing actions to credit union clients.
  • Must react to change productively and handle other essential tasks as assigned.
  • Regular attendance and punctuality as a full time employee in order to daily exercise all of the essential functions.
  • 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 our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You’ll Need to Succeed

  • High school diploma or general education degree (GED), or one to two years related experience; or equivalent combination of education and experience.
  • Competence required in Microsoft Windows Word and Excel, has a good understanding of Windows and Windows based software.
  • Must possess good organizational and administrative skills. The individual must also be detail oriented and able to handle multiple tasks simultaneously.

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 deliver.

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 fintech.

The Perks

  • 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.
  • Tuition reimbursement.


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