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Card disputes/chargeback Specialist
Retail & Commercial Banking
Be the person customers trust when something does not look right on their card transaction. You will protect customer experience by investigating non-fraud disputes and guiding cases through the chargeback process with care and confidence. Through phone and chat, you will bring empathy, clarity, and ownership to every interaction. As our business expands, you will join a team committed to raising service standards and doing the right thing for customers.
As a Banking Operations Disputes Specialist in International Consumer Business, Banking Operations, you will support our customers by reviewing non-fraud card disputes and managing chargebacks end-to-end with care, accuracy, and timely decisions. You will help us deliver a consistent, high-quality customer experience across channels while strengthening our controls and documentation. You will also contribute to a collaborative environment by sharing knowledge and improving how we resolve disputes.
Job responsibilities
- Review card transaction disputes to confirm validity and identify the appropriate resolution path.
- Investigate customer concerns through thorough research and sound judgment to reach fair outcomes.
- Process chargebacks accurately by completing required steps across the full chargeback lifecycle.
- Communicate clearly and professionally with customers through phone and chat, setting expectations and guiding next steps.
- Document case activity thoroughly and concisely while engaging with customers in real time.
- Resolve complaints within agreed service timeframes, escalating when needed to meet customer and business outcomes.
- Identify trends, gaps, or recurring issues and log them appropriately to support continuous improvement.
- Support daily banking calls as needed to maintain coverage and service consistency.
- Adhere to applicable regulatory requirements and departmental policies and procedures.
Required qualifications, capabilities, and skills
- Willingness to work rotating schedules and shifts (business hours are 08:00 to 20:00, Monday to Sunday; four 10-hour shifts per week; one weekend in eight, subject to change).
- Willingness to work in an environment supporting customers through both phone and chat.
- Strong customer focus, including ownership of interactions, empathy, and effective expectation-setting.
- Strong verbal and written communication skills, including negotiation and decision-making with customers and internal partners.
- Ability to multitask while speaking or chatting with customers and documenting account activity clearly.
- Strong problem-solving skills, including prioritization and timely decision-making.
- Strong analytical skills with attention to detail and accuracy.
- Proficiency using multiple windows, browsers, tabs, and messaging tools.
- Ability to follow regulatory requirements and internal policies and procedures.
- Ability to produce clear, accurate case notes and supporting documentation.
Preferred qualifications, capabilities, and skills
- Experience with chargeback rules and end-to-end chargeback processes.
- Experience conducting investigations and reviews of credit card disputes (non-fraud).
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