Description

Responsible for supporting the disputes and fraud department by analyzing fraud alerts generated by internal and external systems. Responsible for minimizing fraud exposure to our business through optimizing rules and systems as well as disputing chargebacks. Handles more complex and/or escalated customer situations regarding fraudulent account activity. 

Requirements

Essential Functions
• Answer inbound telephone calls from customers regarding disputes and potential fraud.
• Ability to process and apply all required adjustments to applicable accounts.
• Review of scheduled and ad-hoc reporting to decision account status.
• Make outbound telephone calls to customers to take appropriate action based on specific transaction characteristics.
• Maintain call performance and call quality goals.
• Review system alerts and respond to situations as necessary.
• Able to work with minimal supervision.
• Monitor suspicious transactions activities through review of scheduled and ad-hoc reporting to decision account status.
• Update and maintain fraud & dispute logs accurately and ensure deliver in accordance with SLAs.
• Other duties as assigned.

Supervisory Responsibilities
• This position does not have Supervisory Responsibilities/Accountabilities.

Required Skills/Abilities:
• Regular attendance and schedule flexibility required.
• Strong attention to detail required.
• Excellent written and oral skills required.
• Proficiency in Microsoft Office Suites required.

Education and Experience:
• At least 2 years of relevant experience in a customer service or similar role preferably in card services or financial services.
• High School Diploma or GED required.

Working Conditions
• Work is generally performed within an indoor office environment utilizing standard office equipment.
• General office environment requiring: frequent sitting; dexterity of hands and fingers to operate a computer keyboard and mouse; walking and standing for long periods of time; and lifting of less than 20 pounds.
• No travel is required.