Job description

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:
As a Dispute Engagement Associate in our Disputes Business Unit, you will work in a call center environment, receiving incoming fraud/dispute related calls for our clients. You will monitor account activity to recognize possible fraud. This includes transferred and direct inbound related security calls.

Essential Functions:

• Address varied questions and concerns on behalf of client accounts on a frequent basis
• Assists and advises accountholder regarding their accounts.
• Counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses accountholder issues by obtaining the most pertinent information
• Identify areas of increased security procedures, and suggest recommendations to fraud prevention management
• Protects our clients’ interests in the most professional way possible
• Makes decisions that benefit our accountholders and clients
• Facilitates problem resolution in accordance with policy and procedure
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalate calls that require further assistance
• Address chargeback/dispute related situations
• Act as front line investigators keeping back end investigators informed of any information that may pertain to that accountholder’s claims
• Utilize specific tools at our disposal is vital to the overall effectiveness of the position

Education and Experience:

• Requires a high school diploma or its equivalent
• Prior customer service experience
• Experience with First Data Resources (FDR), Evolve or related platforms preferred
• 1 plus years of related inbound or outbound call center or collections experience desirable
• Experience working with computers and various applications is require

Summary of Qualifications:

• Ability to work in a fast paced environment
• Ability to analyze various situations and take appropriate action
• Meets established unit standards for quantity, quality and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and is able to convey a clear message
• Able to change applications and support business objectives.
• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives
• Utilizes established processes, research, and facts to make decisions

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.

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