Provides quality support in merchant disputes according to the VISA/MasterCard rules and regulations. Identifies, prepares, and processes merchant correspondence related to retrieval requests and chargebacks. Reviews merchant sales drafts to ensure compliance with credit card regulations. Researches chargeback cases and retrieval requests. Provides support for inbound merchant calls related to retrieval requests and chargebacks. Reviews merchant and issuer correspondence and uses all resources available to properly decision chargeback cases. Identifies problems associated with merchant disputes and department systems and properly escalates/communicates to a member of the Chargeback Management Team.
High school diploma or equivalent
One to two years of experience in bankcard, merchant disputes or call center activities
Experience in more than one area in Chargebacks department (Decisioning, Pre-Arbitration, Phone Team, or Quality Control)
Well-developed ability to identify and resolve exceptions and to interpret data
Ability to manage multiple tasks/projects and deadlines simultaneously
Proficient computer skills, especially Microsoft Office applications
Advanced verbal and written communication skills