Job Description

Job Description Insight Global is seeking Credit Card Disputes SMEs to join our client's customer disputes resolution team for a large, tech-forward consumer credit card. Our client is a prominent global bank partnering with Mastercard. As an agent, you will tackle a variety of customer scenarios and take action to resolve issues and inquires following Mastercard rules and guidelines and Regulation Z compliance. Dispute scenarios will be fraud and non-fraud related. Responsibilties - Investigate and resolve customer card transaction disputes received through phone, chat and automated intake channels - Communicate accurate resolution to customers - Apply a working knowledge of regulatory requirements and industry recovery knowledge to all cases and ensure adherence in aspects of research and resolutions resposibilities - Act as a SME on process and procedure while recommending appropriate enhancements We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements - 6+ months of experience investigating and resolving credit card disputes and chargebacks, following chargeback network regulation guidelines and Regulation Z compliance - Direct experience and knowledge of Mastercard dispute and chargeback guidelines highly preferred, experience with Visa, Discover, or American Express guidelines is sufficient - Knowledgeable in Regulation Z timelines and requirements under the Truth in Lending Act - Excellent verbal and written communicaitons skills and interpersonal skills - Experience resolving digital wallet transactional disputes, familiarity with navigating complexities of PAN and DPAN codes - Strong knowledge of Mastercard network guidelines, chargeback procedures, and chargeback reason codes highly preferred - Experience resolving fraud and non-fraud related disputes

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