Work Schedule: WHEM Shift (8pm-6am MNL Operating Hours; Monday-Friday); Work during US/PH Holidays.
Job Responsibilities:
- Review and investigate cardholder/client claim of merchant disputes or unauthorized transactions.
- Ensure that account is issued the temporary credit for each transaction in question during the investigation phase.
- Correspond to the cardholder/client via email and phone to acknowledge receipt of claim and/or request additional information.
- Review account activity with cardholders to identify save opportunities.
- Handle incoming calls from cardholders inquiring about the status of their claim.
- Work directly with merchants thru outgoing calls to identify recovery opportunities for the claim.
- Initiate chargeback to recover funds when applicable and identify fraud trends.
- Follow escalation procedures for high-value and complex cases for assistance.
Required qualifications, capabilities, and skills:
- Minimum 1-2 years of Call Center/BPO experience.
- Strong customer service, analytical skills, and attention to details.
- Excellent verbal and written communications skills.
- Ability to multi-task and can work in a fast paced, high volume environment.
- Knowledge of computer software systems such as Microsoft Office.
- Must be willing to work overnight and shifting schedules.
Preferred Qualifications, Capabilities and Skills:
- Background in servicing credit card and/or prepaid card products.
- Experience with Fraud and/or Disputes investigations (credit card and/or prepaid card) preferred.
- Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus.