Dispute Review Associate

First PREMIER Bank/PREMIER Bankcard; Sioux Falls (SD); Vor Ort; USD 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

Medical benefits

Dental and vision coverage

401(k) match up to 5%

Paid time off

Employee recognition events

Zusammenfassung

First PREMIER Bank and PREMIER Bankcard is seeking candidates for on-site customer service roles in Sioux Falls, SD. The position handles billing and fraud dispute inquiries via phone with emphasis on active listening and accurate information gathering.

Shift options include full-time and part-time roles; bilingual English/Spanish skills yield a 10% differential though not required. On-site work within 50 miles of PREMIER locations is required.

Qualifikationen

• Strong verbal and written communication skills required.
• Basic computer skills and ability to navigate standard software.
• Ability to focus and work without supervision.
• Attention to detail, analytical thinking and problem-solving skills.
• Positive attitude toward change and adaptability encouraged.
• High school diploma or equivalent preferred.
• Experience with credit card systems and processes in CS, fraud disputes, loss prevention or billing disputes preferred.
• 3+ years experience in a call center is preferred.

Aufgaben

• Answer inbound calls from customers regarding billing and/or fraud disputes and communicate current status.
• Process new lost and/or stolen reports and billing disputes.
• Identify potential issues and contact cardholders and merchants regarding fraud or billing disputes.
• Execute account adjustments, reinstatements, and closures to mitigate financial risks and escalate when required.
• Follow policies, state and federal regulations and departmental standards.

Kenntnisse

Verbal & written communication

Computer skills

Focus & self-management

Detail orientation & analytical

Adaptability & positive attitude

High school diploma preferred

Credit card & fraud disputes knowledge

Call center experience (3+ yrs)

Ausbildung

High School Diploma or equivalent

Jobbeschreibung

At First PREMIER Bank and PREMIER Bankcard, we’ve created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back. This is an environment where you will be rewarded, valued, and celebrated for your hard work.

We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities. We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employee recognitions.

Considered one of the nation’s strongest financial organizations, we’ve achieved our success by embodying the views and values of The PREMIER Way. From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities. The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace. We believe in investing in our employees, their families and our communities.

Job Description

Location: Sioux Falls, SD

Shift: Varying shift options available

Job Status: Full-Time and Part-Time

Company: PREMIER Bankcard

Work Site: This Job is offered on-site in Sioux Falls. Employees must live withing 50 miles of a PREMIER location or plan on relocating.

Fluent Bilingual skills (English/Spanish) are compensated in the form of a 10% differential. Bilingual skills are not required.

Shift Options

• Full-Time: 12:30pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
• Full-Time: 12:00pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
• Part Time: 2pm-9pm Monday - Friday, every third Saturday 8am-4:30pm
• No Sundays!

About The Role

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.

Job Duties And Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

• 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 inquires.
• 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.

Skills And Qualifications

• 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.
• 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.

Competitive Benefits Package

• Full medical benefits when working 20+ hours per week
• Traditional and High Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) – dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
• Fun Employee Parties

Our Culture

• We have an emphasis on personal success, respect, health, wellness, fun and giving back
• Employees are rewarded, valued, and celebrated for hard work.
• Career advancement opportunities is a way PREMIER leaders show they care.
• Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more.