Dispute Resolution Specialist — Cardholder Support

Focus Services, LLC; Bacolod; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive pay

Paid training

Opportunity to work at a leading US‑fS

Supportive team culture

Job summary

Focus Services, LLC is seeking a meticulous Customer Service Agent to join our Dispute Resolution Specialist team. You’ll be the first point of contact for cardholders with unauthorized charges, billing errors, or merchant disputes, delivering calm, clear guidance.

You will document cases in the CST, follow Regulation E and Z, and work with a fast-paced team to resolve issues while maintaining high quality and empathy.

Qualifications

• Experience in customer service, call center, or dispute/claims-handling role preferred.
• Banking, credit card, fintech, or financial services experience is a big plus.
• Excellent verbal and written communication skills.
• Strong attention to detail and comfort following structured, compliance-driven procedures.
• Ability to stay calm, empathetic, and professional with frustrated or upset callers.
• Solid multitasking skills — talking, listening, and documenting simultaneously.
• Proficient PC and keyboarding skills; ability to learn new software quickly.
• Must pass a background check.
• Availability to work flexible hours, including evenings and weekends.

Responsibilities

• Answer inbound calls from cardholders reporting unauthorized charges, billing errors, or merchant disputes.
• Listen attentively and gather accurate, complete details about each dispute.
• Guide cardholders through the dispute process, setting clear expectations on next steps and timelines.
• Accurately document every case in the CST and any other required systems.
• Follow program-specific procedures and regulatory requirements, including Regulation E and Regulation Z, for each dispute type.
• Investigate and evaluate dispute claims, working provisional credits, chargebacks, and merchant responses as required.
• Communicate professionally and empathetically, especially with frustrated or anxious callers.
• Meet quality, accuracy, and productivity standards for case handling and average handle time.
• Escalate complex, high-dollar, or fraud-suspected cases to the appropriate specialized team.
• Be logged on and ready for calls at the start of your scheduled shift.

Skills

Customer service experience

Call center experience

Dispute handling

Attention to detail

Multitasking

Proficient PC/keyboarding

Background check

Flexible hours

Empathetic communication

Education

Background in finance/customer service (preferred)

Tools

Customer Service Tool (CST)

Job description

Focus Services, LLC is seeking a meticulous Customer Service Agent to join our Dispute Resolution Specialist team. You’ll be the first point of contact for cardholders with unauthorized charges, billing errors, or merchant disputes, delivering calm, clear guidance.

You will document cases in the CST, follow Regulation E and Z, and work with a fast-paced team to resolve issues while maintaining high quality and empathy.