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. 

• Other related duties assigned as needed. 

Qualifications we seek in you! 

Minimum qualifications 

• Any graduate or post graduate. 

• Ability to deescalate/de-risk customer complaints and escalations originating from less tenured associates. 

• Knowledge of pre-arbitration and arbitration process as related to card chargebacks. 

• Flexibility of shifts and to work overtime hours as per business requirements. 

• Excellent customer service skills that build high levels of customer satisfaction. 

• Effective verbal and written communication skills. 

• PC knowledge and MS Office applications. 

• Detail-oriented with good organizational skills. 

• Ability to manage multiple tasks in a fast-paced environment. 

• Ability to work both independently and in a team environment. 

• Ability to maintain confidentiality.