Documentation and Chargebacks Representative (In-Person/Non-Remote)

Documentation and Chargebacks Representative

US Alliance Group Inc – Rancho Santa Margarita, CA 92688

US Alliance Group, Inc. (USAG), based in Rancho Santa Margarita, California, is a leader in the dynamic merchant services industry. Our typical customers stay with us much longer, often twice as long as the industry average. Talented and effective Dispute & Documentation Analyst employees are vital to our continued success. We are actively seeking a Dispute & Documentation Analyst to ensure our customers continue to receive great service as we expand and grow.

The Dispute & Documentation Analyst works in our Operations Department to facilitate the merchant dispute, cancellation, and account changes process while providing exemplary support to our merchants. This position is responsible for the accurate and timely processing of company related documentation for merchant accounts across all company platforms. The Dispute & Documentation Analyst acts as a support to the Merchant Services Department who responds to all merchant related inquiries via email and phone as well as assisting with account reconciliation.

Responsibilities:

• Compose and facilitate written documentation required for merchant accounts in regard to processing cancellation and termination requests, reviewing and submitting transaction disputes, and merchant account updates or corrections
• Respond to inbound inquires via phone and email from clients and merchants in a timely manner
• Understand, troubleshoot, and resolve all merchant account issues related to company products and services
• Monitor and review merchant documentation for accuracy
• Properly document all customer conversations and resolutions in company database
• Promote a positive relationship and provide exemplary customer service by following company standards and procedures
• Ensure accuracy on all change request, cancellations, or chargeback submissions
• Identify ways to improve service levels and productivity within the department
• Communicate effectively, a resolution to any and all customer service-related questions as they relate to merchants and their account
• Support merchants with disputes and chargeback rebuttals
• Participate in continuing education and knowledge of card brand rules and regulations as they relate to process and procedures for dispute processing
• Perform other related duties as assigned

Qualifications:

• Excellent verbal and written communication skills with ability to communicate effectively by telephone and in group meetings and discussions
• Ability to meet job standards for quality, attendance, and scheduled adherence
• Self-motivated, conscientious, and team oriented
• Good typing skills; excellent grammar skills required for electronic responses and recording of conversations and customer complaints
• Strong organizational skills with attention to detail to ensure high levels of accuracy when processing documentation
• Ability to follow direction and procedures accurately, to organize facts and figures and present thoughts and ideas in comprehensive format
• Ability to analyze situations, make recommendations, and see tasks and projects through to completion
• Maintain a high level of productivity in a fast-paced environment
• Ability to make appropriate and quick decisions in response to customer issues with consideration for company policy and profitability
• Support knowledge and understanding of process involved in company related products
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Basic arithmetic skills (addition, subtraction, multiplication, division)
• Proficient in Microsoft Office and related software

We offer a competitive salary, great employee incentives, paid time off, medical and dental/vision package, and Simple IRA in a great work environment.

This is not an exhaustive list of duties/position requirements.

If interested, submit resume online.

Job Type: Full Time

Salary: $24.00 - $26.00

Monday-Friday 8am to 5pm (Non-Remote)

This position is subject to a background check, credit report, and pre-employment drug screening.

To review US Alliance Group Inc.’s CCPA Employee Notice, please copy and paste the following link into your web browser: https://usag-inc.com/ccpa-employee-notice/

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Rancho Santa Margarita, CA 92688: Relocate before starting work (Required)

Work Location: In person