Chargeback Associate

Job Profile Summary:

Process cardholder/merchant dispute transactions within Visa/MasterCard and federal rules and regulations. Entry level role. Basic skills with moderate level of proficiency. Generally performs basic chargeback/dispute resolution processing and handles dispute inquires by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non­complex issues to learn through experience. Typically authorized to make decisions regarding items under $500 without receiving approval from a team lead or supervisor. Typically requires one or more years customer service

General Duties & Responsibilities:

• Learns or remains current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.

• Handles all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.

• Reviews, researches and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments. Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchants.

• Ensures compliance with federal and state regulations in resolving billing errors.

• Responds to telephone inquiries from cardholders, financial institutions and merchants regarding disputes.

• When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.

• Handles/resolves non-posted items, retrieval projects and authorization chargeback's.

• Meets the standards of the job, such as quality standards and adherence to schedule.

• Other related duties assigned as needed.

Skills and Experience Requirements:

• Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations

• Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing

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

• Effective verbal and written communication skills

• Computer navigation and operation skills

• Detail-oriented with good organizational skills

• Ability to manage multiple tasks

• Ability to work both independently and in a team environment

• Ability to maintain confidentiality