Associate I, Non-Fraud Claim Investigations-Woodbury, NY
CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.
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.
·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
·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
If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.
- Job Family Disputes
- CardWorks Servicing, 101 Crossways Park Drive West, Woodbury, New York, United States of America