Maintenance Advocate III

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

Summary of This Role

Researches and responds to customer requests via mail, email, fax and other means pertaining to cardholder/corporate accounts and ensures compliance with client, regulatory, and Association rules and regulations. Utilizes extensive knowledge of banking products and services to research, update and document cardholder accounts. Recognizes potential fraud, credit, collection and chargeback issues and forwards them to the appropriate department.

What Part Will You Play?

• Performs routine updates and documentation (e.g. name/address changes, returned mail, etc.) of cardholder/corporate accounts. Begins to utilize knowledge of client products and services to research, update, and document moderately complex (i.e. low financial/compliance risk related) cardholder requests as directed; researches credit balance refunds, payments, fees, cash advance options, etc. Follows client policies and procedures to validate report disputes and remove/update inaccurate information from appropriate credit bureau systems.

• Determines/recognizes basis of cardholder requests that involve potential fraud, credit, collection or chargeback issues and forwards to the appropriate department for resolution. Picks up, reviews, sorts, digitally scans, and distributes mail for appropriate action.

• Demonstrates a working knowledge and ensures conformity to basic client standards/policies/procedures, regulations and Association requirements to avoid violations and punitive financial action.

• Assists with scheduling personnel/resources and prioritizing jobs to ensure uninterrupted workflow.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent

• Typically Minimum 2 Years Relevant Exp

• Credit or banking experience

Preferred Qualifications

• None Identified

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

• Job Complexity

• Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.

• Supervision

• Normally receives little instruction on daily work, general instructions on newly introduced assignments.

• Computer skills

• Knowledge in applicable software, e.g. Lotus Notes, Global Payments Applications, onBase, Microsoft Office, Credit Bureau system, client websites, payment processing systems

• Communication skills

• Frequent written and verbal communication with cardholders, clients and vendors (US Postal Service)

• Industry knowledge

• Strong knowledge of government regulations, client policies and Association compliance

#LI-Onsite

#LI-TP1

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.