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Credit Card Disputes Specialist
Credit Card Disputes SpecialistExtend Your Team • Richmond, VA, US
Credit Card Disputes Specialist

Credit Card Disputes Specialist

Extend Your Team • Richmond, VA, US
22 days ago
Job type
  • Full-time
Job description

Operations Specialist

This is a remote position.

Our mission is to reduce the cost of capital across the world.

We have invented a new credit card powered by an advanced asset securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world's first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.

We're looking for detail-oriented, driven, and intuitive operations specialists who want to work with intelligent, motivated, intense, and interesting people to support the company in its goal to offer cutting-edge products and excellent customer service to its clients.

Cultural Values :

  • Depth and rigor of thought - We try to be rigorous in our thinking & dive into the details.
  • Minimalist - We are spartan in our design, in our code, and even in our processes.
  • Speed of execution - We move fast & value decisiveness. We think speed drives quality.

Responsibilities :

  • Receive and document customer complaints related to credit card transactions, billing issues, fraudulent activities, and other concerns in a timely & effective manner.
  • Maintain detailed records of complaints, investigations, resolutions, and other relevant information in the complaint management system.
  • Conduct thorough investigations to gather relevant information and evidence pertaining to the complaint.
  • Working with customers to help them go through our application flow when required.
  • Analyze credit card statements, transaction records, and other relevant documents to identify errors, discrepancies, or potential issues.
  • Evaluate complaints based on established policies, procedures, and regulatory guidelines to determine appropriate courses of action.
  • Collaborate with internal departments, such as fraud prevention, billing, and compliance, to gather necessary information and resolve complex complaints.
  • Ensure compliance with applicable laws, regulations, and internal policies while resolving customer complaints.
  • Aid in reviewing procedures to help improve company processes.
  • Provide timely and accurate resolutions to customer complaints, aiming to achieve customer satisfaction and retention.
  • Escalate complex or unresolved complaints to higher levels of management or specialized departments for further investigation and resolution.
  • Identify trends or recurring issues in customer complaints and provide feedback to management for process improvement initiatives.
  • Stay updated on industry trends, regulations, and best practices related to credit card operations and complaint handling.
  • Requirements

    Qualifications :

  • At least 2 years of experience under a US Loan or US Mortgage account handling Credit Card or Card services specific tasks.
  • 2 years and above Leadership experience.
  • More than 2 years experience in customer service, dispute resolution, or complaint handling, preferably in the banking or financial services industry.
  • In-depth knowledge of credit card operations, billing cycles, transaction processing, and related regulations (such as the Fair Credit Billing Act).
  • Ability to remain professional at all times.
  • Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders. Fluency, clarity, and good diction in English.
  • Proficiency, speed, and accuracy in written communication.
  • Great organizational skills plus strong analytical and problem-solving skills with the ability to investigate complaints and identify potential resolutions.
  • Empathy and patience to understand customers' concerns and address them professionally and courteously.
  • Attention to detail and accuracy in documenting complaints, investigations, and resolutions.
  • Ability to work independently and handle a high volume of complaints while meeting deadlines.
  • Proficiency in using complaint management systems, customer relationship management (CRM) software, and other relevant tools.
  • Familiarity with data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) and the Payment Card Industry Data Security Standard (PCI DSS), is desirable.
  • Knowledge of relevant consumer protection laws and regulations, such as the Consumer Financial Protection Bureau (CFPB) guidelines, is a plus.
  • Experience using task management tools, Google Drive, and Email.
  • Experience using customer communication tools like ZenDesk is a plus.
  • Bachelor's Degree or comparable work experience in financial services.
  • Must be based in the Philippines.
  • Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between).
  • Due to the volume of applications we receive, only qualified candidates will be contacted.
  • Pay is commensurate to experience.
  • Create a job alert for this search

    Specialist Credit Card • Richmond, VA, US

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