Elevate your career with JPMorgan Chase, a top financial firm, valuing innovation, creativity, and excellence.

As the Disputes Phones Account Specialist within Global Card Operations, you will answer and resolve calls/ inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.). Ensure timely follow-up on merchant/card issuer inquiries 100% of the time. Research and work incoming chargebacks from work queue. Analyze disputes and other exceptions; follow defined procedures accurately to take appropriate actions within strict deadlines.

Job Responsibilities

Work Chargeback cases within strict timeframes; failing to do so could potentially result in the financial liability or reputational risk for the business and company  Have high analytical ability given the direct impact to the merchant experience and merchant retention  Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed  Educate the merchant on the Payment Brand and Debit Network Rules and assist in resolving disputes  Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries. Interface with several internal departments on a regular basis (e.g. Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk) 

 

Required qualifications, capabilities and skills

Critical thinking and ability to exercise independent judgment Take ownership of each customer while empathizing and prioritizing customer needs Required to abide by all applicable regulatory and department practices and procedures Must be able to multi-task and be self-directed Flexible, easily adaptable  Ability to provide professional and interpersonal communication when interacting with others Self-motivated, works well with minimal supervision, & performs well in a team environment.  Strong knowledge of payment processing industry and related procedures and products Completed at least 2 years in college or 2-year vocational/certificate course  Must be willing to work overnight & shifting schedule

Preferred qualification includes college/university diploma/degree.

Minimum of  2 years of payment  industry experience. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.