Associate I, Dispute Engagement-Remote

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:
As a Dispute Engagement Associate in our Disputes Business Unit, you will work in a call center environment, receiving incoming fraud/dispute related calls for our clients. You will monitor account activity to recognize possible fraud. This includes transferred and direct inbound related security calls.

Essential Functions:

• Address varied questions and concerns on behalf of client accounts on a frequent basis
• Assists and advises accountholder regarding their accounts. Counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses accountholder issues by obtaining the most pertinent information
• Identify areas of increased security procedures, and suggest recommendations to fraud prevention management
• Protects our clients’ interests in the most professional way possible
• Makes decisions that benefit our accountholders and clients
• Facilitates problem resolution in accordance with policy and procedure
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalate calls that require further assistance
• Address chargeback/dispute related situations
• Act as front line investigators keeping back end investigators informed of any information that may pertain to that accountholder’s claims
• Utilize specific tools at our disposal is vital to the overall effectiveness of the position

Education and Experience:

• Requires a high school diploma or its equivalent
• Prior customer service experience
• Experience with First Data Resources (FDR), Evolve or related platforms preferred
• 1 plus years of related inbound or outbound call center or collections experience desirable
• Experience working with computers and various applications is required

Summary of Qualifications:

• Ability to work in a fast paced environment
• Ability to analyze various situations and take appropriate action
• Meets established unit standards for quantity, quality and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and is able to convey a clear message
• Able to change applications and support business objectives.
• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives
• Utilizes established processes, research, and facts to make decisions

All positions require completion of a 5 weeks paid training class. Training hours are Monday through Friday from 9:00am to 5:30pm and meet all Federal and State safety mandates and guidelines. Our next training program begins in April 2024 and following completion of training, you will begin your regular schedule. #INDEG

Job Type: Full-time

Pay: $17.00 - $22.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Supplemental pay types:

• Bonus opportunities

Location:

• Ohio (Required)

Work Location: Remote