Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:What You'll Do:Research credit card disputes and build dispute cases to recover funds for customers.Monitor disputed transactions for possible fraudulent activity.Researching and analyzing customer transactions, analyzing and rendering critical decisions on customer disputes, with the goal of preventing losses to the customer and the client.Work with cardholder or merchants to collect and document information that may be used in resolving outstanding disputesOwn and resolve any/all disputes within the established SLAPerform moderate risk analysis of account and transaction data involving Regulation E and Regulation Z claims in effort to balance customer experience and risk for the client and the bank.Accountable for always doing the right thing for customers and colleagues, while operating within client’s risk appetite, achieves results.Interact with the internal departments to identify trends/issues and offer recommendations for improvements to policy and procedures, as applicable.Ensure that regulatory timeframes as well as internal Service Level Agreements [SLA] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, etc.Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Analyze and utilize all bank records, systems and the case management system to facilitate a comprehensive review of all disputed transactions. What We’re Looking For:At least 1 year BPO experience with a minimum of 6 months financial services or banking background.Strong understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the US banking system.Customer-focused, understanding of individual customer needs. Must be able to express empathy towards the customer's perspective.Ability to remain professional in all circumstances to customers, merchants, and teammates.Ability to comprehend the debit/credit card industry and related company policies as it pertains to resolving disputes.Ability to analyze information, think through difficult problems, and make critical decisions based on limited informationAbility to comprehend the debit/credit card industry and related company policies as it pertains to resolving disputes.Excellent verbal and written communication skills in English LanguageStrong attention to details and ability to multitaskStrong analytical and investigation skillsCandidate should be amenable to work on Shifting Schedules (Day Shift, Mid Shift, Night Shift)What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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