Bilingual Spanish Contact Center Disputes Operations Agent
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Job Description
Contact Center Dispute Operations Agent responsible for resolving member disputes through critical thinking and regulatory compliance. Supporting financial institutions with high-quality service.
Responsibilities:
- Take incoming calls from cardholders applying critical thinking skills to identify and resolve inquiries originating from members and Financial Institutions daily and determine the best course of action to resolve the case within established departmental timeframes
- Be proficient in all areas of entry level fraud/non-fraud dispute processing
- Maintain knowledge of and follow association and regulatory rules to help diagnose charge back or compliance cases and to assist in the research, analysis, and resolution of those cases
- Navigates tools and resources to properly address member disputes
- Maintains a high level of service with member and meets performance targets
- Maintains composure and demonstrates a calm, professional position while adapting to difficult situations
- Develops and maintains productive working relationships with team members
- Participates in product and procedure training in classroom, on the job training, and reviews all available manuals and resources to acquire and increase product knowledge
Requirements:
- High school diploma or equivalent
- Some post high school education desirable
- Minimum of one (1) year experience in fraud management or disputes chargebacks preferred
- Minimum of six (6) months experience in a customer service environment or call center experience preferred
- Basic Computer Skills using Word, Excel, Outlook
- Strong customer service skills
- Clear verbal communication, written communication, and reading comprehension in English
- General understanding of debits and credits, fee adjustments, funds movements, general ledger entries and sub accounts for Velera platforms, FiServ Platforms and Association’ (MasterCard/ Visa)
Benefits:
- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
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