Chargeback Customer Service Associate II
Job
Summary:
Customer Service Associates are responsible for taking inbound calls from cardholders and clients regarding dispute and fraud cases. The reps gather detailed information from callers to initiate and support cardholder's chargeback rights. Adhere to established department productivity standards while maintaining a professional demeanor and providing excellent service to the customer. Be willing to assist with special projects or other duties as assigned. Handle and resolve customer escalation calls and correspondence with a sense of urgency.
Educational Requirements:
A high school diploma or equivalent or equivalent combination of education and experience that is required for the specific job level.
General knowledge, skills and abilities:
At least one year of call center customer service experience.
Ability to work well in a fast paced inbound call environment.
Excellent verbal and written communication skills.
PC knowledge and MS Office applications are a must to be successful in this environment.
Strong ability to de-escalate customer emotions and retain customer through positive interactions.
Strong decision making skills and ability to multi-task. Candidate should demonstrate a strong attention to detail and the ability to work and make decisions independently.
Spanish speakers preferred but not necessary.
Ability to pay attention to details, perform work accurately, and make independent decisions
Extremely reliable with solid overall attendance record and performance review
General duties and
Responsibilities:
Answer incoming telephone calls from VISA/MC cardholders and financial institutions while provide desired claim information in an accurate and timely manner.
Determine proper reason code for the dispute case.
Handle and resolve customer escalation calls and correspondence with a sense of urgency.
Assist with special projects or other duties as assigned.
Use of additional technology and different systems.
Maintain departmental production and quality standards.
Open new fraud/dispute cases, detailing all transaction information, performing balance transfers and request sale draft.
Intermediate role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two or more years' experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Customer Service Associates are responsible for taking inbound calls from cardholders and clients regarding dispute and fraud cases. The reps gather detailed information from callers to initiate and support cardholder's chargeback rights. Adhere to established department productivity standards while maintaining a professional demeanor and providing excellent service to the customer. Be willing to assist with special projects or other duties as assigned. Handle and resolve customer escalation calls and correspondence with a sense of urgency.
Educational Requirements:
A high school diploma or equivalent or equivalent combination of education and experience that is required for the specific job level.
General knowledge, skills and abilities:
At least one year of call center customer service experience.
Ability to work well in a fast paced inbound call environment.
Excellent verbal and written communication skills.
PC knowledge and MS Office applications are a must to be successful in this environment.
Strong ability to de-escalate customer emotions and retain customer through positive interactions.
Strong decision making skills and ability to multi-task. Candidate should demonstrate a strong attention to detail and the ability to work and make decisions independently.
Spanish speakers preferred but not necessary.
Ability to pay attention to details, perform work accurately, and make independent decisions
Extremely reliable with solid overall attendance record and performance review
General duties and
Responsibilities:
Answer incoming telephone calls from VISA/MC cardholders and financial institutions while provide desired claim information in an accurate and timely manner.
Determine proper reason code for the dispute case.
Handle and resolve customer escalation calls and correspondence with a sense of urgency.
Assist with special projects or other duties as assigned.
Use of additional technology and different systems.
Maintain departmental production and quality standards.
Open new fraud/dispute cases, detailing all transaction information, performing balance transfers and request sale draft.
Intermediate role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two or more years' experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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