JPMorgan Global Card Operations - Disputes Phone Account Specialist II 

Philippines, Cebu City 

385845523

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