Billing dispute specialist
3 weeks ago
Summary: Vervent is hiring a Billing Dispute Specialist to assist customers in resolving billing disputes.
The role involves processing disputes, handling chargebacks, and investigating fraud transactions submitted by clients.
Strong decision-making skills are essential for managing transaction disputes, collecting necessary information from the customer to enable the Fraud team to investigate and identify any potential fraudulent transactions.
This role will collaborate with other departments like the Fraud to address inquiries related to fraudulent transactions.
Primary Functions/Major Responsibilities Support and capture all pertinent information from customers about their claims.
Conduct research and provide updates on status of new and existing claims.
Interact with the customers over the phone to understand the dispute and document it by asking relevant questions to enable the Fraud Dispute team to investigate any fraudulent transactions.
Educate the customers.
To submit appropriate documents necessary.
Provide resolution time and explain the dispute process.
Notate the account appropriately with detailed disputed charges and generate and send UCCF (Unauthorized charges claim form) to customers.
Appropriately escalate unique cases to supervisors according to the situation.
Identify opportunities to improve customer experience after fact-based research of complex account activity and take appropriate actions to manage the claim.
Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while investigating the claims.
Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers.
Work with Financial Crimes Management to implement department Policies/procedures to maximize efficiency, enhance the Client’s experience and ensure compliance with government regulatory requirements, including Reg-E, VISA & Mastercard Rules and Regulations, the Bank Secrecy Act, USA PATRIOT Act and FACTA Research and respond to correspondence from external sources.
Research claims of unauthorized transactions per Regulation Z guidelines.
Desired Qualifications: 2 - 5 years of experience in customer service, financial services, Fraud, or Billing disputes processing, preferable in a voice process.
Graduation in any Discipline.
Knowledge on Detection Operation Processes in Fraud or Disputes processing including chargebacks and transaction level monitoring.
Knowledge on Fraud Life cycle for Credit card, Check, and Online Fraud products.
Knowledge of US Banking regulations like Reg-E, Reg-Z, FCRA, UDAAP etc., Excellent verbal, written, and interpersonal communication skills.
Ability to learn quickly and transfer knowledge.
Below are the desired qualities for the role.
Empathetic.
Active listener.
Conflict resolution/de-escalation.
Problem solving.
Willing to help.
Consistent.
Organized.
Courteous.
Flexible (procedures/schedules) Attention to detail.
Teamwork. Resourceful.
Patient. Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
Expert knowledge of Reg Z / Expert knowledge of Chargeback Guidelines Job Requirements: Candidate should be ok to work in US shift timings which is currently set anytime between 6 PM- 7 AM and may change based on process requirement.
The candidate should be ok to work full-time in our Bengaluru office.
Company Overview As a fintech leader, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services.
We support our industry-leading partners with primary strategic services and our goal is to empower companies to accelerate business, drive compliance, and maximize service.
Founded in 1986, purchased by current CEO, David Johnson, in 2008 Privately owned by Stone Point Capital, Vervent Management and other passive investors.
Lines of Business: Primary Servicing – Loan, Credit Card & Lease Capital Markets Services – Backup Servicing, Verifications, Collateral Management, Structured Settlements, etc.
Credit Card Programs – within the Vervent Card Division we offer a) Captive Credit Card Programs (secured and unsecured) b) Managed Card Services Global Service Operations supports all divisions to facilitate servicing and card program management Clients include consumer and small business “marketplace” lenders, finance companies, leasing companies, insurance companies, captive finance companies, alternative capital providers, consumers, and banks Vervent services ~$150 billion in assets as a primary and backup servicer.
It also manages ~1 million consumer credit cards.
Locations : San Diego, USA, Baja; Tijuana, Portland; USA, Sioux Falls; USA, Philippines, India
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