Fraud & Dispute Associate

What you will do:
• Investigate, evaluate, and process disputes/chargebacks, contacting cardholders to investigate possible fraud.
• Understand compliance and verification procedures to effectively process cardholder information, while staying up to date on network regulatory requirements and client guidelines.
• Monitor systems to detect possible fraudulent behavior related to card usage and deliver great customer experience via inbound and outbound calls with clients and cardholders.
• Track and take action on cases within timeframes based on regulatory guidelines and client requirements, entering data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information.
• Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input.

What you will need to have:
• High school diploma
• 0-2 years of financial or customer service experience and/or equivalent military experience
What would be great to have:
• Knowledge of Regulation E and Regulation Z
• Knowledge of Visa and/or Mastercard operating regulations
• Experience with electronic funds transfer (EFT)
• Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)
• Intermediate computer skills (40 WPM minimum)
• Strong problem-solving skills
• Strong decision-making skills
 

Must have
• Investigating Mastercard fraud, typically on pre-paid cards
• Fraud, disputes, investigations, and previous fraud experience highly desired
• Strong work ethics, coachable, dependable
• Documentation experience, banking, financial and customer service
• Familiarity with office tools, teams, excel
• Will review up to 50 transactional lines
• Experience with understanding bank statements
• Bookkeeping and accounting a plus
• Great written communication skills
• Working with PII