Full Job Description
What does a great (insert position title) do? You will act as the primary Chargeback contact/Subject Matter Expert for various Networks and provides support of Fiserv clients’ card portfolio chargeback programs (debit, credit, prepaid. You will effectively communicate appropriate dispute resolution processing for Visa or MasterCard debit clients in efforts to deepen Fiserv product penetration. You will perform analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the department’s Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes. You will maintain strong solid understanding of all internal and network processing systems and software as well as Regulation E and Visa or MasterCard processing timeframes and regulations. You will resolve moderately sophisticated issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach. You will respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input. Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
As a Senior Processing Specialist, you can look forward to:
Claims Processing (75%) Review and manage multiple queues in support of 200 – 400 clients; conduct analysis and process dispute claims in accordance with network operating regulations and internal SLA timeframes.
ACD Telephone Responsibility (20%) Maintain availability and respond to incoming client inquiries.
Research/ticketing (5%) Research client and/or system issues and document results/findings.
Performs other duties as required
Basic Qualifications for Consideration:
High School diploma or equivalent
1+years financial or customer services experience
Preferred Skills, Experience, and Education:
Knowledge of Visa/MasterCard Operating Regulations
Familiarity with the Electronic Funds Transfer (EFT) industry and Regulation E and Z.
Positive relationship and communication skills to ensure proper client interaction in managing dispute resolution and loss recovery
Possess a high level of computer skills (to effectively utilize multiple EFT systems, Excel, Word and PowerPoint)
Solid understanding of workstations and database software
Strong analytical and problem-solving skills
Possess demonstrated ability to determine when to refer issues versus handle them personally
Ability to independently handle a variety of responsibilities simultaneously and be able to prioritize those tasks
Be highly motivated and eager to learn
Ability to work extended hours as needed to meet department needs.
Who We Are:
We are Issuer Dispute Operations and we process fraud and non-fraud disputes.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
- Pay Range $x-$x/year or $x/hour Include only if role is being posted in Colorado
- Role is performed remotely within the United States; not eligible in Colorado Include only if role is being posted in remote locations
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.