Representment Operations-Transaction Processing Associate
$18.50/hour
As a Transaction Processing Associate in our Representment Operations department, you’ll play a crucial role in researching, analyzing, and maintaining consumer information across multiple systems. Your primary task will be to review representments submitted by merchants in response to chargebacks filed by customers. Your goal is to meticulously assess whether fraud or an error occurred in the disputed transaction. Based on your thorough analysis, you will make a final decision to resolve the dispute, ensuring all necessary steps are taken to conclude the matter effectively. This role requires keen attention to detail, proficiency in using various systems for information retrieval, and the ability to make well-founded decisions that uphold the integrity of the dispute resolution process.
What You Will Be Doing:
- Process transactions and perform tasks accurately within procedural guidelines, without errors.
- Meet or exceed daily productivity standards for each task performed.
- Maintain high performance standards for quality, as defined in the Quality Assurance Plan (QAP), with no errors.
- Provide exemplary customer service both internally and externally, consistently meeting or exceeding customer needs.
- Develop a strong understanding of the procedures and operating systems used to perform your work.
- Identify and escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
- Explain complicated topics in a clear and concise manner.
- Conduct account investigations with empathy, providing high-level professional and courteous service.
- Log cases in the database, detailing actions taken on accounts and conversations with customers.
- Ensure timely completion of tasks to meet contract guidelines.
- Perform other duties as assigned and comply with all policies and standards.
What You Get:
- Full-time employment
- Career growth opportunities
- Full benefit options
- Vacation, sick time, and holiday pay
- Medical, dental, vision, life insurance, and additional benefits (eligible on day one)
- 401K
- Great work environment
- Training hours: Monday – Friday from 8:00 am – 5:00 pm CST
- Work an 8-hour shift during our normal business hours of 8:00 am – 6:00 pm CST (Monday – Friday)
People Who Succeed in This Role Have:
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- A strong work ethic.
- Passion, integrity, commitment, and drive to deliver positive, differentiated service that improves our clients’ financial lives.
- Effective and accurate written and verbal communication skills.
- Effective problem-solving skills.
- Organizational and investigative skills.
- The ability to navigate multiple applications and research solutions with ease.
- Data entry experience.
- Attention to detail and the ability to meet established deadlines.
- The ability to work at a sustained pace to meet production rates while producing high-quality work.
- Experience handling difficult client situations with 1+ years of customer/client service experience.
- Knowledge of disputes and chargebacks with 1+ years of experience in the banking/financial industry.
Requirements:
- Must be at least 18 years of age.
- High School Diploma or an equivalent level of education.
- Ability to successfully pass a background check, credit check, security clearance, and fingerprinting.
- 1+ years of customer/client service experience.
- 1+ years of experience in the banking/financial industry, including chargebacks and dispute knowledge.
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