Job Summary:
As the Disputes Phones Account Specialist, you will answer and resolve calls/ inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.). Ensure timely follow-up on merchant/card issuer inquiries 100% of the time. Research and work incoming chargebacks from work queue. Analyze disputes and other exceptions; follow defined procedures accurately to take appropriate actions within strict deadlines.
Job Responsibilities
- Work Charge-back cases within strict time frames; failing to do so could potentially result in the financial liability or reputational risk for the business and company
- Have high analytical ability given the direct impact to the merchant experience and merchant retention
- Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed
- Educate the merchant on the Payment Brand and Debit Network Rules and assist in resolving disputes
- Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries.
- Interface with several internal departments on a regular basis (e.g. Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk)
Required qualifications, capabilities and skills
- Critical thinking and ability to exercise independent judgment
- Take ownership of each customer while empathizing and prioritizing customer needs
- Required to abide by all applicable regulatory and department practices and procedures
- Must be able to multi-task and be self-directed
- Flexible, easily adaptable
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with minimal supervision, & performs well in a team environment.
- Strong knowledge of payment processing industry and related procedures and products
Preferred Qualifications, Capabilities, and Skills:
- Completed at least 2 years in college or 2-year vocational/certificate course
- Preferred qualification includes college/university diploma/degree.
- Minimum of 2 years of payment industry experience. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
- Must be willing to work overnight & shifting schedule