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Disputes & Chargeback Team Member - Buckinghamshire, Milton Keynes, MK1 1

The Disputes and Chargeback Team Member will be responsible for evaluating incoming cardholder dispute claims on behalf of our client. Responsible for ensuring adherence to MasterCard and LINK scheme rules and regulations when resolving dispute claims via the dispute process.

Disputes and Chargeback Team Members will work under supervision delivering output according to pre-defined operational and business targets. Delivering superior performance and a first class experience for our specialist clients, for their customers and for our team members. They may be required to provide professional services in a standalone role.

The role will involve Inbound and/or outbound calls

Investigate incoming cardholder claims in line with MasterCardand LINK timeframes, regulations and requirements.

Keep up to date with MasterCard and LINKrules to ensure claims are correctly submitted. Ensure that all chargeback's are keyed correctly as per the -MasterCard and LINKrules and regulations.

- Ensure that the departments case management system is utilised ensuring all cases are recorded and kept up to date.

- Where a dispute is deemed fraudulent, referrals to be passed to the Fraud team for investigation.

- Be able to communicate with cardholders via written correspondence.

- Deal with all complaints in accordance with the Internal Complaints Procedure (ICP).
- Deal with incoming internal call queries from other departments

- Ensure that incoming cardholder queries are dealt with and updates provided in accordance with the Business Rules

- Retain and constantly update product knowledge, using methods that are available

- Ensure that each customer contact received is handled in a courteous, efficient and effective manner

- Escalate any potential problems and feedback from customers to the management team using appropriate methods.

- Ensure that all communication is accurate

- Deal with change in a positive, supportive manner that represents TSYS MS EMEA Ltd drive for excellence.

- Liaise professionally and effectively with departments ensuring that rapport building is used to maintain the relationship

- Resolution of escalated / 2nd level calls

- QA Support as required

- Provide on the job training to Team Members

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Munkavégzés helye Buckinghamshire
Kategória Külföldi munka
Régió Külföld
Egyéb hasonló állások Önnek
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