Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Primary

Research, investigate and resolve 1st level disputes within the various card industry rules and regulations and operating procedures in a multi-client/system environment. Review and analyze merchant and transaction data and case information, organize supporting documentation and rebuttals, and perform the necessary actions and financial adjustments to the case based on case review and decision.  

Keep abreast with card industry regulations and rule changes to ensure up-to-date and accurate resolution.

Raise system and non-system issues that may affect our customers, operations, resources, and financials. 

Raise observed trends arising from dispute claims and suggest possible solutions to correct the situation and help improve customer and client services.

Assist merchants, clients, partners with card acceptance education where possible to limit their dispute exposure. 

Achieve standard department goals or service level agreements to ensure quality resolution and meet customer satisfaction. 

Perform other duties and responsibilities as assigned.

Secondary

Perform fulfillment of retrieval requests, including case matching, legibility checks and other requirements to avert potential disputes. 

May generate dispute reports to identify dispute trends and patterns that provide useful insights to improve processes or services.

Contribute to process improvements to achieve cost savings, reduce processing times or to increase quality or productivity and develop processing standards

Review and process miscellaneous fee received from Issuers to clear the variance, as needed.

May be requested to assist in the review of SOPs, as applicable

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOR)

Good analytical and decision making skills

High standards of professionalism and customer service

Good written and verbal communication

Ability to work accurately and to tight deadlines

Ability to meet standards and productivity requirements

Ability to adapt to rule updates and procedural changes 

Ability to work in a team driven environment yet is able to work independently.

Ability to perform multiple tasks on time.

QUALIFICATIONS (GSC only)

Must be a College Graduate 

Minimum 6 months experience in card dispute handling, preferred

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.