Customer Service Consultant

Minimum qualifications • Candidate should have at least 0-3 years’ experience performing Banking/Dispute Investigations in the debit and/or credit card industry • Keen attention to detail & risk identification • Basic knowledge of Banking Industry & Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA • Working knowledge of credit and debit card processes, terminology, and software • Familiarity with the chargeback lifecycle including in depth knowledge of the EMV mandate and liability determinations for fraud events • Experience analyzing/investigating banking transactional activities and consumer behavior • Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims • Experience with Card Network systems i.e., Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems • Familiar with Pega or similar workflow tools • Ability to articulate research findings to document that a reasonable investigation has been conducted. • Adaptability to learn new processes, concepts and skills and an eye for detail • Excellent customer service skills and ability to assist in customer inquiries independently • Good communication both written and verbal English skills • Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers • Self-disciplined, diligent, proactive and detail oriented • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority • Ability to maintain high levels of confidentiality and data security standards • Experience with Microsoft Office, including Outlook, Word, and Excel • Demonstrate flexibility to work under 24*7 working environment Responsibilities • Performs research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution. • Inbound / Outbound contact to merchants and / or customers to verify transaction information or gather additional information to complete an investigation. • Performing chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer. • Complete issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases • Perform required tasks per regulations, business policy and procedures and card network mandates • Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure has context menu