Account Representative - Chargebacks

U-Haul•Phoenix, AZ

2d•Onsite

About The Position

The primary function of this role is to review, research, process, and resolve Debit/Credit Card brand dispute claims. This involves researching and processing chargebacks, arbitration, or compliance cases through Payment Processors, Financial Institutions, and Card Brands directly. The position also requires responding to escalated inquiries from Customers and communicating with internal and external teams regarding contracts and sales to avert potential chargeback disputes. Additionally, the role requires remaining alert and informed of threats to account security, counterfeit operations, and stolen cards. The Account Representative works under supervision.

Requirements

Experience in assimilating information, analyzing facts, and developing logical conclusions using basic research and problem solving skills.
Experience in financial transaction/processing related responsibilities.
Effective member/customer service skills.
Exposure to working with all levels of staff, management, stakeholders, vendors.
Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations.
Experience working in a high volume, fast paced environment with an ability to handle multiple tasks simultaneously with a high degree of accuracy.
Effective organizational, planning and time management skills.
Effective verbal and writing skills, along with strong typing efficiency.
Effective skill exercising initiative and good judgment to make sound decisions.
Effective skill interacting tactfully and effectively in difficult situations.
Basic database and presentation software skills.
Exposure to accounting, research, or auditing techniques and methods, in a financial institution.
Working knowledge of compliance and regulations related to debit card dispute claims.
Must be skilled with the use of personal computers, tablets, and smart phones.
High proficiency with Microsoft Office (Word, Excel, Teams, etc.) and ability to adapt to multiple proprietary PC applications preferred.

Responsibilities

Research and review debit/credit card dispute cases in accordance with Card Brand regulations, policies and procedures
Resolve and craft appropriate presentments for dispute cases in accordance with company and payment processor defined guidelines, using any available supplemental documentation
Document and track arbitration and compliance cases for progress to prevent or minimize financial impact
Work with relevant business areas to determine treatment of certain chargeback categories
Keep relevant business areas informed of status and actions taken on chargebacks
Identify payment process improvement opportunities related to dispute trends
Respond to escalated email and phone inquiries from Customers, Field and Corporate teams regarding contracts, payment authorizations, settled charges, and refund exceptions
Collaborate on and prioritize goals both individually and in a team setting
Perform other duties as assigned

Benefits

Medical insurance
Prescription drug plans
Dental & Vision plan with hearing care discounts
Onsite medical clinic for team members and eligible family members
New indoor fitness gym (Midtown Phoenix campus)
Get Fit Gym Reimbursement Program
Registered Dietitian Program
WeightWatchers®
CVS Virtual Care
U‑Haul Kids Program
24‑Hour Nurse Line
Wellness Program (Healthier You initiatives & challenges)
Mindset App Reimbursement
Pet Insurance & Wellness plans
Career stability
Opportunities for advancement
Valuable on‑the‑job training
Tuition Reimbursement Program
Free online courses for personal and professional development at U‑Haul University®
401(k) Savings Plan
Employee Stock Ownership Plan (ESOP)
Company‑paid life insurance
Voluntary life insurance options
Short-Term and Long‑Term Disability
Critical Illness, Accident & Hospital Indemnity plans
Business & business travel insurance
MetLaw Legal Program
MetLife Auto & Home Insurance
LifeLock Identity Theft Protection
Dave Ramsey’s SmartDollar® Financial Wellness Program
U‑Haul Federal Credit Union
Paid holidays, vacation, and sick time
You Matter Employee Assistance Program (EAP)
Discounts on cell phone plans, hotels, computers, vehicles & more
Community involvement & volunteer opportunities
U‑Haul Mothers Program (Paid maternity leave)