Bilingual Dispute Review Associate - Full-Time

Location: Watertown, SD
Shift: Monday-Friday 12:30pm-9:00pm, Every Third Saturday 8:00am-4:30pm
Job Status: Full-Time 
Company: PREMIER Bankcard

Bilingual skills are compensated in the form of a 10% differential (English/Spanish) 

About the Role

 Dispute Review Associates support our Customer Service, Security, and Chargebacks departments in providing dedicated and exceptional service to resolve fraud and billing dispute inquiries on inbound calls.

This position requires a high attention to detail, the ability to handle escalated situations, and provide a high level of service while resolving customer needs and concerns. 

Job Duties and Responsibilities 


* Effectively responds to inbound telephone inquiries regarding billing disputes, lost/stolen account inquiries, fraud disputes, and education of current dispute status.


* Review account/application information and cardholder correspondence to determine if fraud or billing dispute has occurred. 


* Identifies and reports systemic and technical issues affecting customers and/or individual workstations or systems.


* Review MasterCard and Visa Regulations as it relates to Chargebacks to ensure accurate processing


* Identify, call, and correspond with cardholders and merchants concerning fraud or billing dispute claims. 


* Receive and investigate information from other departments regarding suspected fraud or billing dispute. 


* Reply to cardholder inquires via telephone, letter, fax, email, or website.


* Perform appropriate account maintenance to ensure accurate monetary adjustments are given. 


* Perform adjustments, reinstatements, and closures to protect the bank from financial impact. 


* Conduct tracking and follow-up procedure on outstanding cases to ensure timely resolution.


* Operate computer to prepare acknowledgement letter or reply to correspondence.


* Make determination of write-offs for small balance fraud or billing dispute claims. 


* Submit recommendations for account actions and, if necessary, send to supervisor for review and approval. 


* Provide support to other areas as volumes require, i.e., Security, Chargebacks or Customer Service.


* Assist in the training and onboarding of new associates


* Note accounts with details of the billing or fraud dispute received.


* Refer dispute details needed to the proper department regarding dispute, Chargebacks or Security.


* Process Lost/Stolen reports and billing disputes


* Ensure policies and procedures are followed on each account. 


* Required to remain current on all policy and procedure changes.


* Required to take all regulatory exams as necessary to meet compliance standards.


* Ensure various state and federal regulations are followed on all applicable calls. 


* Adhere to all required scripting and/or stays within the parameters of recommended scripting. 


* Ensure all department standards are met inclu...