Remote Refund Status Specialist

HRS Talent Solutions; Chatham; Remote; GBP 55,000 - 59,000; Full time

Job summary

HRS Talent Solutions in the United Kingdom (remote) is seeking a Refund Status Customer Service Adviser to handle inquiries about refunds after approval. The role focuses on providing accurate status information from billing records and avoiding commitments that a refund has completed.

The position requires careful verification of transaction references, secure handling of data, and collaboration with the billing team to resolve questions while maintaining privacy and clear communication.

Responsibilities

• Provide status information from approved billing records and communicate what is known about a refund's stage (requested, approved, initiated or completed)
• Avoid promising that a refund has arrived or been completed; refer to the billing owner for unresolved questions
• Locate the correct transaction reference and related order or invoice using customer details and ensure the information matches the employer's definitions
• Record the customer’s report, keep the case moving, and hand off to the billing specialist when needed
• Maintain privacy: do not collect card numbers or bank details via ordinary email
• Keep records of the source checked, the status communicated, and the next owner, and reference previous threads when replying to customers
• Acknowledge disputes or calculation questions as separate from status-only inquiries and handle accordingly
• Assist with remote billing record reviews and general customer service tasks, ensuring clarity and accuracy of the recorded information
• When refunds are split across multiple transactions, report only verifiable parts and defer explanations to the billing team

Job description

HRS Talent Solutions in the United Kingdom (remote) is seeking a Refund Status Customer Service Adviser to handle inquiries about refunds after approval. The role focuses on providing accurate status information from billing records and avoiding commitments that a refund has completed.

The position requires careful verification of transaction references, secure handling of data, and collaboration with the billing team to resolve questions while maintaining privacy and clear communication.