Required Skills & Experience
- 1+ years of experience working within an operational role at a financial institution
- Strong technical aptitude
- Excellent verbal and written communications skills and interpersonal skills
Nice to Have Skills & Experience
- Experience investigating and resolving credit card disputes, fraud, or chargebacks
- Knowledgeable in Regulation Z timelines and requirements under the Truth in Lending Act
- Strong knowledge of Mastercard network guidelines, chargeback procedures, and chargeback reason codes highly preferred
- Experience resolving digital wallet transactional disputes, familiarity with navigating complexities of PAN and DPAN codes
- Experience resolving fraud and non-fraud related disputes
Job Description
Insight Global is seeking Agents and Investigators with a strong background in Credit Card Disputes to join our client's back office customer disputes resolution team for a large, tech-forward consumer credit card. Our client is a prominent global bank partnering with Mastercard. As an agent, you will investigate a variety of customer scenarios and take action to resolve issues and inquires following Mastercard rules and guidelines as well as US Regulation Z compliance. Dispute scenarios will be fraud and non-fraud related.
Responsibilities
- Investigate and resolve customer card transaction disputes received by the front office team through phone, chat and automated intake channels
- Communicate accurate resolution to customers
- Apply a working knowledge of regulatory requirements and industry recovery knowledge to all cases and ensure adherence in aspects of research and resolutions responsibilities
- Act as a SME on process and procedure while recommending appropriate enhancements
Pay: $24.00 per hour
Work Location: In person
