Dispute Analyst

Duties:

Research and process consumer disputes on credit card and retail financing platforms

Ensure all billing error disputes are handled in an efficient and timely manner to meet regulatory, Mastercard, and Visa guidelines

Accept inbound calls, make outbound calls, and communicate effectively via telephone and email to customers and merchants about the dispute process

Work directly with merchants and consumers to resolve fraudulent/unauthorized and disputed transactions for retail disputes

Analyze dispute information and make sound decisions on dispute cases and possess the ability to communicate negative results to customers when necessary

Maintain records for all dispute cases and resolutions

Collaborate with the Fraud Team to monitor, identify, and remediate fraud and dispute trends

Process and review chargebacks and representments using available resources to investigate and resolve disputes

Supports cross training activities and the ability to work in a team environment

Qualifications:

2+ years in credit card chargebacks

Knowledge of dispute resolution related to retail credit

Knowledge of credit card processing and dispute resolution processes

Outstanding written and verbal communication skills with both external and internal customers

Advanced investigation and analytic decision-making skills

Strong time management skills and ability to complete multiple projects simultaneously

Mastercard and Visa online experience

BSA/ AML knowledge a plus

Fiserv First Disputes knowledge preferred