Dispute Review Associate

FIRST PREMIER BANK•Sioux Falls, SD

6d•Onsite

About The Position

Provide verbal communication to customer inquiries via telephone as it relates to billing and fraud disputes, utilizing active listening and investigative questioning skills to initiate new lost/stolen and/or disputes. Obtain necessary information to resolve disputes and provide status updates to customers including case resolutions.

Requirements

Good verbal and written communication skills.
Intermediate computer skills and competency of language.
Ability to focus and works without supervision.
Strong skills in detail orientation, analytical thinking, and problem-solving.
Embrace positive attitude towards change.

Nice To Haves

High school diploma or equivalent is preferred.
Experience of the credit card system and processes in Customer Service, Security Fraud Disputes, Security Fraudulent Applications, Loss Prevention, and/or Billing Disputes, preferred.
3 years’ experience in call center area preferred.

Responsibilities

Answer inbound calls from customers regarding billing and/or fraud disputes and communicate current status.
Process new lost and/or stolen reports and billing dispute inquiries.
Identify potential issues and contact cardholders and merchants regarding fraud or billing disputes.
Execute account adjustments, reinstatements, and closures to mitigate financial risks for the bank, while preparing and submitting recommendations for further account actions, escalating to a supervisor for review and approval when required.
Follow policies and procedures, state and federal regulations and ensure all department standards are met.