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Customer Service Back Office II- at Experis

Customer Service Back Office II-

Experis Omaha, NE Full Time
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What does a great Fraud and Dispute Specialist do?
* Acts as the primary Chargeback contact/Subject Matter Expert for various Networks and provides support of Fiserv clients' card portfolio chargeback programs (debit, credit, prepaid)
* Effectively communicates appropriate dispute resolution processing for Visa or MasterCard debit clients in efforts to deepen Fiserv product penetration.
* Performs analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the department's Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes.
* Maintains strong working knowledge of all internal and network processing systems and software as well as Regulation E and Visa or MasterCard processing timeframes and regulations.
* Resolve moderately complex issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach.
* Respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input.
* Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
* Performs maintenance and settlement reconciliations using various software applications with the goal of maintaining loss Sigma score minimum of 5.4.
Essential Job Responsibilities:
Analyze inspection data, conduct trends analysis and identify root causes of trends. Solve and/or make recommendations to implement changes to correct problems. Assist with or lead special projects. Conduct inspections, prepare required documentation, and interpret basic analytical data. Requires some decision making requirements and involvement with upper management and service areas.

Basic Qualifications for Consideration:

* High School diploma or equivalent

Job Related Experience:
* 1 to 3 years of QA/Disputes/Fraud experience
* Familiarity with the Electronic Funds Transfer (EFT) industry and Regulation E
* Knowledge of computer software and systems within their respective environments.
* Knowledge of Visa/MasterCard Operating Regulations

Preferred Qualifications:
* Knowledge of Visa/MasterCard Operating Regulations
* Experience with the Electronic Funds Transfer (EFT) industry and Regulation E
* 1 to 3 years of Financial experience.
* Skilled in acting as a point of contact and resource to a team for questions and assisting in issue resolution.
* Ability to identify opportunities to coach individuals/team on training opportunities and/or team initiatives.
* Knowledge of computer software and systems within their respective environments.
* Knowledge of major functional processes and associated operating requirements.
* Ability to encourage, motivate and guide individuals and teams in learning and improving effectiveness.
* Ability to process information with high levels of accuracy.
* Knowledge of organization's performance management system, practices and tools; ability to apply them to developing and improving individual, team, and organizational performance.
* Ability to build and use effective working relationships within own department and across department, functional, and geographic reporting lines.
* Knowledge of quality management methods, tools and techniques used to create and support an environment that meets the needs of the organization.
* Knowledge of activities, tasks, deliverables and techniques for documenting current business processes, analyzing to identify problems and opportunities, and re-engineering the processes for improvement.
* Ability to read, interpret and draw accurate conclusions from financial and numerical material.

Additional Skills/Knowledge:
* Strong relationship and communication skills to ensure proper client interaction in managing dispute resolution and loss recovery
* Must possess a high level of computer skills (to effectively utilize multiple EFT systems, Excel, Word and PowerPoint)
* Working knowledge of workstations and database software
* Strong analytical and problem-solving skills
* Possess demonstrated ability to determine when to refer issues versus handle them personally
* Ability to independently handle a variety of responsibilities simultaneously and be able to prioritize those tasks
* Must be highly motivated and eager to learn
* Ability to work extended hours as needed to meet department needs.

Recommended Skills

  • Product Quality Assurance
  • Analysis
  • Communication
  • Debits And Credits
  • Complex Problem Solving
  • Management
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