Job Description
Process card dispute related inquiries by email, mail, or telephone.
Provide direction and instruction for card dispute related inquiries from internal and external members and provide timely resolutions.
Prepare working card dispute files and ensure all required documentation is included and complete.
Process member adjustments within regulatory timeframes.
Review dispute related reports to ensure timely processing by vendors. Work directly with vendor on issues and report any delays to the team leader.
Investigate card dispute claims using tools and applications accessible to determine dispute options and cardholder liability.
Maintain thorough knowledge of scheme (mastercard, Visa, UPI, regional switches) rules and regulations, to process all phases from initial claim to arbitration or closeout within specified regulatory timeframe.
Review various reports from the dispute management application to verify current card case statuses.
Maintain a team work atmosphere to share information with the Member Services team member for disputed and compromised cards.
Assist with duties of team members as required during absences within the department
Submit Suspicious Activity referrals as applicable.
Log and track provisional credits and balance related GLs.
Prepare plastic card write-offs recommendation report for Manager approval.
Refer instances of card fraud related trends for Fraud Analyst to investigate.
Provide timely statutory and periodic reports to relevant internal and external stakeholders.
Provide relevant information and assist internal control in resolving open and unreconciled transactions as per agreed ageing per product
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