Position: Chargeback Support Analyst
Location: Farmers Branch, TX (on-site)
Reporting to: Operations Manager
Compensation: $20-21 per hour
Work Schedule: Mon - Fri / 8 am to 5 pm
Gather Resources is looking for a smart individual to work as a Chargebacks Support Analyst for their client in the Bankcard Industry.
The Chargebacks Support Analyst will be responsible for organizing and preparing all correspondence received and sent by the department. Additionally, they will research and handle department reporting obligations (i.e. truncated reports and authorization logs, etc.) and maintain all SLAs related to chargebacks with merchants, ISOs, Alliance Partners, and Business Partners. A successful candidate will have the ability to document and maintain position processes while promoting and maintaining professional working relationships with both internal and external customers.
Role & Responsibilities:
Review all incoming correspondence received via the department’s fax queue within the RightFax Server.
Reference the E360 system to index such documentation to its corresponding chargeback/retrieval case.
Scan, review, and index all incoming mail correspondence/documentation into the Chargebacks server and to its corresponding chargeback/retrieval case.
Print all daily outgoing letters to merchants and prepare them for mailing.
Respond to chargebacks, retrievals, and exception cases utilizing MasterCom, VROL, Discover portal, and 360 for American Express.
Train and coach new employees and/or existing employees on support functions.
Scan and index priority documentation as needed by case analysts and/or managers.
Assist with initial chargebacks, reversals, and pre-arbitration cases for Visa, MasterCard, Discover, and American Express.
Assist with MasterCard and Visa debit chargebacks for daily processing.
Monitor merchant letters sent to the outgoing fax server for failed faxes daily. Research and take appropriate action on such failed faxes. Occasionally review receipt of confirmation report and call to confirm receipt as necessary.
Research, obtain, and index applicable documentation to all cases identified on the daily Truncated Draft Report. Reference the E360 system to pull authorization logs to complete truncation reports (last 4 digits of the account number).
Utilize Outlook and the in-house voicemail system to communicate effectively with incoming emails and voicemails. Review any Chargeback reports received via email.
Research and take appropriate action/s on all returned outgoing mail that is the company’s responsibility. Forward all returned outgoing mail to appropriate Alliance Partners via mail/fax once received.
Skills, Attributes, & Experience:
A high school diploma or equivalent is required, and an associate degree is a plus
Minimum 2 years in chargebacks processing for an acquirer or issuing bank, or 5+ years experience in the Bankcard Industry
Knowledge of MasterCard, Visa, Discover, and American Express chargeback regulations
Experience handling disputes and billing inquiries is a plus
Attention to accuracy and detail in processing information
Strong data entry skills and the ability to navigate among multiple systems
Ability to maintain confidentiality
Strong follow-through skills and ability to resolve issues promptly
Must have a positive attitude and good customer service skills
Competent in Microsoft Office Suite (i.e. Word, Outlook, Excel)
Familiarity with E360 and AE360 systems is a plus
Familiarity with CICS and GUI systems is a plus
Excellent oral and written communication and reasoning skills
Perks & Benefits:
Health, Dental, Vision, Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and 12 company holidays