Chargeback Investigator I

Purpose: The Chargeback Investigator will handle the research and reconciliation of chargeback cases while adhering to the allotted time frames.

Duties:
•Apply knowledge of Visa, MasterCard, and Diner’s cards regulation to insure quality resolution of 97%.
•Apply knowledge of the flow of the whole chargeback process (from retrievals through all chargeback cycles, including Arbitration, Good Faith, and Compliance) to ensure customer satisfaction.
•Aid Investigators and Supervisors in resolving issues involving other chargeback resolution types including special accounts.
•Identify and report known and new problems or concerns with the system problems and/or unusual chargeback volume.
•Handle incoming/outgoing merchant calls as needed using good customer service skills and timely follow-up and follow through skills.
•Use internal systems to review and interpret merchant data.
•Aid and cross train other Investigators and Support staff as needed.
•Keep assigned queues within timeframes to ensure limited financial risk to the company.
•Approve and process credits or reversals within assigned financial limits.
•Perform other duties and responsibilities as assigned.Job Requirements
•Ability to follow all company policies and procedures, as well as internal departmental procedures.
•Ability to work in team driven environment yet be able to work independently to complete daily expectations.
•Must have good organizational skills, good interpersonal communication skills (written and oral) and be detailed oriented.
•Must have a working knowledge of the flow of the whole chargeback process (from retrievals through all chargeback cycles, including arbitration, good faith, and compliance.
•High school diploma or equivalent.
•Previous chargeback or Bankcard Industry experience preferred.
•Ability to make accurate, independent decisions based on data provided.
•Willingness to take ownership for own work.
•Must be flexible and customer focused.
•Ability to multitask in a fast pace environment.
•Willingness to learn state of the art technology.
•Window/PC experience required
•Some working knowledge of Office 2000 (especially Word and Excel) or equivalent required.
•Support effective workflow processes.
•Possess a positive attitude, and be an “agent of change”
•Ability to follow through and meet deadlines consistently.
•Good customer service telephone skills preferred.