Description
Primary
- Research, investigate and resolve 1st level disputes within the various card industry rules and regulations and operating procedures in a multi-client/system environment. Review and analyze merchant and transaction data and case information, organize supporting documentation and rebuttals, and perform the necessary actions and financial adjustments to the case based on case review and decision.
- Keep abreast with card industry regulations and rule changes to ensure up-to-date and accurate resolution.
- Raise system and non-system issues that may affect our customers, operations, resources, and financials.
- Raise observed trends arising from dispute claims and suggest possible solutions to correct the situation and help improve customer and client services.
- Assist merchants, clients, partners with card acceptance education where possible to limit their dispute exposure.
- Achieve standard department goals or service level agreements to ensure quality resolution and meet customer satisfaction.
- Perform other duties and responsibilities as assigned.
Secondary
- Perform fulfillment of retrieval requests, including case matching, legibility checks and other requirements to avert potential disputes.
- May generate dispute reports to identify dispute trends and patterns that provide useful insights to improve processes or services.
- Contribute to process improvements to achieve cost savings, reduce processing times or to increase quality or productivity and develop processing standards
- Review and process miscellaneous fee received from Issuers to clear the variance, as needed.
- May be requested to assist in the review of SOPs, as applicable
COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOR)
- Good analytical and decision making skills
- High standards of professionalism and customer service
- Good written and verbal communication
- Ability to work accurately and to tight deadlines
- Ability to meet standards and productivity requirements
- Ability to adapt to rule updates and procedural changes
- Ability to work in a team driven environment yet is able to work independently.
- Ability to perform multiple tasks on time.
QUALIFICATIONS
- Must be a College Graduate
- Minimum 6 months experience in card dispute handling, preferred
Job Type: Full-time
Schedule:
- Monday to Friday
Work Location: In person