Position Summary

Working within our Non-Fraud Claim Investigations Department, this position will support in the day to day functions of handling non-fraud dispute related calls, which includes in taking new claims, provide cardholders with updates on the status/resolution of their claims, and collecting additional information, in addition to being responsible for researching and performing a reasonable investigation on customer accounts related to billing errors while complying with applicable regulations.

Essential Functions:

• Intakes cardholder calls and effectively and efficiently address cardholder issues or obtain pertinent information regarding a billing error dispute to open a claim.
• Obtains cardholder information by answering telephone calls, interviewing cardholders and verifying information.
• Reviews cardholder accounts and claims, providing updates and information about status or resolution of billing error dispute claim.
• Takes customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalates situations involving dissatisfied customers.
• Initiates and resolves billing error dispute claims, gather necessary information/documentation to conduct and evidence a reasonable investigation to determine if a billing error occurred and resolve within applicable regulations.
• Keys out Visa and MasterCard chargebacks in accordance with the appropriate Visa and MasterCard rules and regulations.
• Makes outbound calls and interacts with cardholders and merchants in a professional manner.
• Complete understanding and accurate application of applicable regulations & guidelines.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or equivalent required
• Up to two (2) years of similar or related experience in banking or financial services preferred.
• A working knowledge of Visa or MasterCard Rules and Regulations related to Security or Dispute Chargebacks preferred

Summary of Qualifications:

• Strong verbal and written communication skills required
• Keyboarding proficiency
• Familiarity with Windows based computer applications
• Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with essential job functions
• Ability to multi-task is essential

#INDEG

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Experience:

• Fraud: 1 year (Preferred)
• Microsoft Office: 3 years (Preferred)
• Claims: 1 year (Preferred)
• Call center: 1 year (Required)

Ability to Commute:

• Orlando, FL 32819 (Preferred)

Ability to Relocate:

• Orlando, FL 32819: Relocate before starting work (Required)

Work Location: In person