Overview
This role may be hired in Salt Lake City, Utah or Phoenix, Arizona.
Responsibilities
Responsible for processing and assessing MasterCard debit and credit card transaction chargebacks and representment of accounts in Card Services Portfolio. Interpret changes to dispute resolution rules as mandated by MasterCard resolution. Maintain accurate and proper documentation with dispute files and makes independent decisions for appropriate action to be taken within regulatory and procedural guidelines. Provide suggestions for enhancing client experience along with mitigating loss and maintaining a high level of productivity and accuracy.
This role is responsible for processing, researching, and resolving cardholder claims while ensuring that all chargebacks are processed accurately and timely. Develop and maintain policy and procedures for handling dispute and fraud claims through the entire cycle. Monitor disputed transactions for possible fraudulent activity.
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Responsible for generating cardholder correspondence in accordance with regulatory and network guidelines. Create notifications of case processing actions when deemed necessary. Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued. Serves as a primary contact and provides advisory support as an internal resource while maintaining the highest level of quality customer care.
Qualifications
Bachelors Degree and 1 year of experience OR High School Diploma or GED and 5 years of experience in Operations, or Support, or Customer Service
Preferred Experience
- Working with MasterCard
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.