Join our Global Card Operations team, a leader in payment processing and merchant acquiring, as a Claims Specialist III. You will play a crucial role in reviewing disputes and fraud claims, identifying recovery opportunities, and minimizing financial losses. This position involves processing chargebacks, managing cases, and adhering to regulations, policies, and procedures.

Job Summary:

As a Claims Specialist III within our Cardholder Services Team, you will undertake the responsibility of reviewing and investigating claims related to merchant disputes or unauthorized transactions made by cardholders. Your duties will include ensuring the issuance of temporary credits, corresponding with cardholders, and collaborating directly with merchants to identify potential recovery opportunities. Your role is crucial in providing top-notch service to our Commercial and Prepaid Cardholders.

Job responsibilities:

Review and investigate cardholder/client claims of merchant disputes or unauthorized transactions.Ensure temporary credit is issued for each transaction in question during the investigation phase.Correspond with cardholders/clients via email and phone to acknowledge receipt of claims and request additional information.Review account activity with cardholders to identify save opportunities.Handle incoming calls from cardholders inquiring about the status of their claims.Work directly with merchants through outgoing calls to identify recovery opportunities for claims.Initiate chargebacks to recover funds when applicable and identify fraud trends.Follow escalation procedures for high-value and complex cases for assistance.

Required qualifications, skills, and capabilities:

At least 1 year of Call Center/BPO experience.Strong customer service, analytical skills, and attention to detail.Excellent verbal and written communication skills.Ability to multi-task and work in a fast-paced, high-volume environment.Knowledge of computer software systems such as Microsoft Office.Willingness to work overnight and shifting schedules.

Preferred qualifications, skills, and capabilities:

Background in servicing credit card and/or prepaid card products.Experience with fraud and/or disputes investigations (credit card and/or prepaid card) preferred.Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus.

Additional Information:

Work Schedule: WHEM Shift (8:00 PM - 6:00 AM MNL Time Operating Hours; Monday-Friday); Work during US/PH Holidays.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.