Responsibilities

• Handle all aspects of the dispute process in compliance with established card network mandates, federal and state rules and regulations.
• Review, research and initiate dispute inquiries from cardholders, financial institutions, and internal departments for the client.
• Ensure compliance with all federal and state regulations to resolve billing errors (including all aspects of Reg E and Z).
• Handle Omni Channel inquiries from cardholders, financial institutions, and internal departments regarding disputes within established SLAs.
• Timely escalation as required to the appropriate resource issues that are unable to be resolved by the agent.
• Handles/resolves non-posted items, retrieval projects and authorization chargebacks.
• Meets the standards of the job, such as KPIs, quality standards, and adherence to schedule.