Dispute Management Specialist

1 week ago

Taguig, National Capital Region, Philippines Asticom Technology Inc Full time ₱500,000 - ₱1,000,000 per year
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • Required skill(s): Call Center.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  • Full-Time position(s) available.

"
• Handle 2nd-level investigation and fulfillment of the following customer issues related to fund loss - eg.. Unauthorized Card transactions

• Responsible for prevention of customer escalations to 3rd-party agencies and regulators by acting with urgency to resolve customer fund issues within SLA

• Handle cases that require end-to-end chargeback case management with MasterCard and AmEx.

• Identify transactions that need to be filed as chargeback and need to go through the MasterCard SLA then endorse transactions that are identified as valid for immediate refund.

• Coordinate the status of Paynamics transactions sent by Global Payments.

• Identify spikes in volume of unauthorized transactions and inform immediate supervisor to alert Risk Decision Center in initiating an investigation and identifying the root cause.

• Identify new merchants that are part of the unauthorized online transactions and report to IS.

• Contribute in minimizing company losses by providing timely response to PayPal cases via their portal.

• Provide customer satisfaction by ensuring the responses are within the committed turnaround time to the customer.

• Conduct face to face interviews/recorded phone calls endorsed by the Risk Decision Center.

• Coordinate with other departments to immediately execute refunds.

• Coordinate unique cases and provide inputs to immediate supervisor.

• Involve Legal for concerns that may require inputs from the department.

"

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