Associate I, Non-Fraud Claim Investigations-Woodbury, NY

Position Summary:

Working within our Non-Fraud Claim Investigations Department, this position will support in the day to day functions of handling non-fraud dispute related calls, which includes in taking new claims, provide cardholders with updates on the status/resolution of their claims, and collecting additional information, in addition to being responsible for researching and performing a reasonable investigation on customer accounts related to billing errors while complying with applicable regulations.

Essential Functions:

·Intakes cardholder calls and effectively and efficiently address cardholder issues or obtain pertinent information regarding a billing error dispute to open a claim.

·Obtains cardholder information by answering telephone calls, interviewing cardholders and verifying information.

·Reviews cardholder accounts and claims, providing updates and information about status or resolution of billing error dispute claim.

·Takes customer calls and provide accurate, satisfactory answers to their queries and concerns.

·De-escalates situations involving dissatisfied customers.

·Initiates and resolves billing error dispute claims, gather necessary information/documentation to conduct and evidence a reasonable investigation to determine if a billing error occurred and resolve within applicable regulations.

·Keys out Visa and MasterCard chargebacks in accordance with the appropriate Visa and MasterCard rules and regulations.

·Makes outbound calls and interacts with cardholders and merchants in a professional manner.

·Complete understanding and accurate application of applicable regulations & guidelines.

·Performs other duties as assigned.

Education and Experience:

·High School Diploma or equivalent required

·Up to two (2) years of similar or related experience in banking or financial services preferred.

·A working knowledge of Visa or MasterCard Rules and Regulations related to Security or Dispute Chargebacks preferred

Summary of Qualifications:

·Strong verbal and written communication skills required

·Keyboarding proficiency

·Familiarity with Windows based computer applications

·Skilled in negotiating, including the ability to persuade and modify opinions to reach goals

·Ability to work under pressure; flexibility and willingness to work at a rapid pace

·Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with essential job functions

·Ability to multi-task is essential