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
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
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
Other Relevant Backgrounds May Include:
- Fraud Analysis
- Credit Risk Analysis
- Credit Management
- Credit Card Collections
- Market Surveillance
- Financial Audit Investigation
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
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.