Join our team! Help shape the business and drive the culture of being Number One for Customer Service across all industries, be the Best Place to Work and be the Number One Bank in the UK. 

As a Chargebacks Specialist within our International Consumer Banking team, you will be tasked with reviewing card transaction-related disputes, ensuring the accurate execution of dispute-related processes, and coaching other team members on identifying valid disputes. You will interact with customers, make informed decisions, and take ownership of interactions, prioritizing customer needs. You will also be responsible for resolving conflicts, managing expectations, and conducting thorough research to address disputes while adhering to regulatory practices.

Job Responsibilities 

Assist teams within the business with inquiries related to non-fraud disputes.Support the chargeback processing and oversee the accurate execution of the entire chargeback cycle.Serve as the primary point of contact for the business regarding all card non-fraud disputes.Take ownership of interactions, empathizing with and prioritizing customer needs and prioritize work efficiently to maximize productivity.Resolve conflicts and manage expectations effectively Identify needs and provide solutions through strong relationships.Exhibit excellent verbal and written communication with all customers.Converse with customers while documenting account activities concisely.Engage in interactive dialogue through active listening and make timely and effective decisions for customer benefit.Approach problems with sound judgment for appropriate outcomes.Conduct thorough research to address disputes and maintain accuracy and adhere to regulatory practices.

Required qualifications, capabilities and skills

 

Must be willing to work in rotating schedules and shiftsMust be willing to work in an environment that supports customers on both phone and chat.Must have background conducting investigation/review of credit card disputes.Must have experience processing chargeback.Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 3 years financial services/customer service background in the UK Fluency in Windows Operating Systems and Microsoft Office tools.

 

 

Preferred qualifications, capabilities and skills

Knowledge with the following apps within MC Connect environment: Transaction Investigator, e-Service Payment Cancellation, Manage My Fraud & Risk Programs, the Fraud Centre. (preferred)Knowledge of section 75 of the Consumer Credit Act (CCA) 1974 (preferred)