Bilingual Dispute Review Associate - Onsite (Administrative)
Location: Sioux Falls, SD
Shift: Multiple Shifts Available, Every Third Saturday 8:00am-4:30pm
Job Status: Full-Time
Company: PREMIER Bankcard
Bilingual skills are compensated in the form of a 10% differential English/Spanish.
About the Role
Dispute Review Associates support our Customer Service, Security, and Chargebacks departments in providing dedicated and exceptional service to resolve fraud and billing dispute inquiries on inbound calls. This position requires a high attention to detail, the ability to handle escalated situations, and provide a high level of service while resolving customer needs and concerns.
Shift Options
Full-time (Each includes-Every Third Saturday 8:00am-4:30pm)
- Monday-Friday split of 7:00am-11:00am & 3:00pm-7:00pm
- Monday-Friday split of 8:00am-12:00pm & 3:00pm-7:00pm
- Monday-Friday 12:30pm-9:00pm
Part-time: (Includes-Every Third Saturday 8:00am-4:30pm)
- Monday-Friday 2:00pm-9:00pm
Job Duties and Responsibilities
- Effectively responds to inbound telephone inquiries regarding billing disputes, lost/stolen account inquiries, fraud disputes, and education of current dispute status.
- Review account/application information and cardholder correspondence to determine if fraud or billing dispute has occurred.
- Identifies and reports systemic and technical issues affecting customers and/or individual workstations or systems.
- Review MasterCard and Visa Regulations as it relates to Chargebacks to ensure accurate processing
- Identify, call, and correspond with cardholders and merchants concerning fraud or billing dispute claims.
- Receive and investigate information from other departments regarding suspected fraud or billing dispute.
- Reply to cardholder inquires via telephone, letter, fax, email, or website.
- Perform appropriate account maintenance to ensure accurate monetary adjustments are given.
- Perform adjustments, reinstatements, and closures to protect the bank from financial impact.
- Conduct tracking and follow-up procedure on outstanding cases to ensure timely resolution.
- Operate computer to prepare acknowledgement letter or reply to correspondence.
- Make determination of write-offs for small balance fraud or billing dispute claims.
- Submit recommendations for account actions and, if necessary, send to supervisor for review and approval.
- Provide support to other areas as volumes require, i.e., Security, Chargebacks or Customer Service.
- Assist in the training and onboarding of new associates
- Note accounts with details of the billing or fraud dispute received.
- Refer dispute details needed to the proper department regarding dispute, Chargebacks or Security.
- Process Lost/Stolen reports and billing disputes
- Ensure policies and procedures are followed on each account.
- Required to remain current on all policy and procedure changes.
- Required to take all regulatory exams as necessary to meet compliance standards.
- Ensure various state and federal regulations are followed on all applicable calls.
- Adhere to all required scripting and/or stays within the parameters of recommended scripting.
- Ensure all department standards are met including work rules and attendance standards.
- Maintain an average rating on customer satisfaction surveys.
Skills and Qualifications
- Must possess advanced understanding of credit card system and processes of Customer Service or Security Fraud Disputes, Security Fraudulent Applications, Loss Prevention, and Billing Disputes.
- Preferred 3 years minimum experience in call center areas.
- Ability to train quickly and proficiently in new computer applications is a must.
- Moderate computer skills and competency of the English language.
- Exceptional verbal and written communication skills.
- Ability to concentrate and work independently.
- Attention to detail, analytical, and problem-solving skills.
- Capacity to learn, adapt to change, and become proficient quickly. Ability to handle stress, exercise self-control, adhere to company policies and procedures and uphold The PREMIER Way.
Competitive Benefits Package
- Full medical benefits when working 20+ hours per week
- Traditional and High Deductible health plan options available
- FREE dental and vision coverage
- Generous Paid Time Off plans
- 401(k) – dollar-for-dollar match up to 5% of total compensation
- Special discounts and offers for events at the Denny Sanford PREMIER Center
- PREMIER Wellness Program
- Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
- Fun Employee Parties
Our Culture
- Emphasis on personal success, respect, health, wellness, fun and giving back
- Employees are rewarded, valued, and celebrated for hard work
- Various Career advancement opportunities and growth
- Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more
