![]() Works cases accurately, comprehensively, and timely to case completion Receives inbound calls from cardholders claiming unauthorized transactions Conducts outbound calls to merchants and/or cardholders to complete reasonable investigation within regulatory timeframes Assesses incoming card fraud cases to determine impact to client and cardholder, prioritizing those cases that have particular monetary or reputational impact, and taking action to ensure those cases are worked accurately, comprehensively, and timely so that no opportunities are missed Logs, investigates, updates, and maintain card cases accurately in case management platform. This may involve direct communication with merchant and cardholder as part of the investigation and as such proper communication and demeanor skills are critical. Work card fraud cases through the lifecycle of the case to maximize outcome for cardholder and client, including and not limited to intake of calls. This includes a review of your personal credit history, drug testing, background check, and employment/personal references.Position Summary: An Investigator on the Fraud Investigation and Recovery team researches and examines fraud or abuse related to account holder information for our clients.In this role, primary responsibilities will include working and investigating card fraud cases, triaging cases, and identifying card fraud cases for investigatory follow-up.CardWorks will do a thorough background check for all hires.Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with essential job functions.Ability to work under pressure flexibility and willingness to work at a rapid pace.Skilled in negotiating, including the ability to persuade and modify opinions to reach goals. ![]() Familiarity with Windows based computer applications.Strong verbal and written communication skills required.A working knowledge of Visa or MasterCard Rules and Regulations related to Security or Dispute Chargebacks preferred.Up to two (2) years of similar or related experience in banking or financial services preferred.High School Diploma or equivalent required.Complete understanding and accurate application of applicable regulations & guidelines.Makes outbound calls and interacts with cardholders and merchants in a professional manner.Keys out Visa and MasterCard chargebacks in accordance with the appropriate Visa and MasterCard rules and regulations.Initiates and resolves billing error dispute claims, gather necessary information/documentation to conduct and evidence a reasonable investigation to determine if a billing error occurred and resolve within applicable regulations.De-escalates situations involving dissatisfied customers.Takes customer calls and provide accurate, satisfactory answers to their queries and concerns.Reviews cardholder accounts and claims, providing updates and information about status or resolution of billing error dispute claim.Obtains cardholder information by answering telephone calls, interviewing cardholders and verifying information.Intakes cardholder calls and effectively and efficiently address cardholder issues or obtain pertinent information regarding a billing error dispute to open a claim.Working within our Non-Fraud Claim Investigations Department, this position will support in the day to day functions of handling non-fraud dispute related calls, which includes in taking new claims, provide cardholders with updates on the status/resolution of their claims, and collecting additional information, in addition to being responsible for researching and performing a reasonable investigation on customer accounts related to billing errors while complying with applicable regulations.CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America.
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