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Team Leader, Non-Fraud Claim Investigations Orlando, FL

Company: CardWorks
Location: Orlando
Posted on: November 26, 2022

Job Description:

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.Position Summary:The Non-Fraud Claim Investigations Team Leader is responsible for leading a team of Dispute associates focused on addressing billing error disputes. The team leader will develop, execute and lead action plans for resolving common causes for billing error disputes, through collaboration with department management and other areas within the business unit.Essential Functions:--- Answers questions and assists the disputes associates with issues regarding policies and procedures--- Manages a team of dispute associates, including regular 1:1's, coaching, and providing development opportunities--- Manages and supports the incoming call process, which could include: managing call queues, adjusting staffing in queues, handling call escalations and or assists investigators with technology troubleshooting issues.--- Manages queues daily to ensure accurate and timely processing of customer claims/disputes--- Resolves customer disputes when presented with variables in standardized situations to include but not be limited to, escalated situations and ensures regulatory adherence and exceptional customer experience--- Escalates unresolved customer claims in a timely manner--- Monitors phone calls for quality purposes for compliance and accuracy--- Collaborates with internal and external stakeholders and assist with developing dispute resolution strategies to reduce compliance risk--- Improves related process and procedures to meet compliance goals and better serve our customers--- Provides positive and negative feedback to associates based on quality, productivity and attendance--- Completes performance evaluations and administers corrective action/counseling as necessary--- Performs other duties as assignedEducation and Experience:--- High School Diploma or its equivalent education required--- Three (3) years of disputes/chargebacks, banking call center or credit card operations experience required--- Two (2) years of management/supervisory experience preferred--- Experience with Fiserv, Visa Resolve Online chargebacks and disputes platforms preferredSummary of Qualifications:--- Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with the essential job functions--- Keyboarding proficiency--- Familiarity with Windows based computer applications--- Skilled in negotiating, including the ability to persuade and modify opinions to reach goals--- Ability to work under pressure; flexibility and willingness to work at a rapid pace--- Ability to understand and carry out oral and written instructions--- Ability to multi-task is essentialIf this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City. We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant's personal credit history, drug testing, and employment/personal references. Other details

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Keywords: CardWorks, Orlando , Team Leader, Non-Fraud Claim Investigations Orlando, FL, Hospitality & Tourism , Orlando, Florida

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