Customer Support - Credit / Debit card disputes

Title:  Customer Support - Credit / Debit card disputes
Duration – 6 months + (Possibility of Further Extension or conversion)
Location – Remote
Pay Rate - $ 19.00/ Hr W2 (No Benefits)
Job Brief:
The Workcase Representative

• Will review, analyze, and process all incoming dispute documentation and general correspondence and assign the correct work case type classification.
• The incumbent will also manage the processing of document files within the imaging platform, which includes daily monitoring of server performance and reporting/software troubleshooting.
• The delivery of this work is critical to assure consistent support of back-office processing of debit and credit card disputes.
• The incumbent will act as a departmental resource and the subject matter expert of imaging platform.

Responsibilities:

• Responsible for processing various documents received from multiple sources, performing extensive research to ensure accurate routing of documents to designated areas for further action, if necessary.
• Process in various work queues within association platform; Prep various documents correspondence for scanning and distribution.
• Evaluate and analyze incoming cardholder correspondence and supporting documentation on dispute cases for completeness; identify classification and route documents appropriately; requests additional information from the cardholder when necessary.
• Regularly analyze and offer process changes to workflow as it relates to work case delivery to support company efficiency strategies and goals.
• Deliver dispute case documents designated to be outsourced to Velera''s partner and monitor for rejects.
• Independently initiate escalation process for technical issues and communicate with all levels of management.
• Perform archiving process of documents received in physical and electronic format.
• Provide support to Fraud/Case Management Rep II as needed.
• Provide input to department knowledge base, including procedural updates.
• Perform other duties as assigned.

Requirements:

• High School Diploma or GED required. Associate''s degree in a related field or equivalent combination of education and experience preferred.
• Minimum One (1) year customer service experience preferred.
• Minimum one (1) year working credit and debit card fraud/non-fraud disputes preferred.
• Minimum one (1) year experience working with databases, and active OCR for AnyDoc proprietary system experience preferred.

Prescreen

• The ideal candidate will support day to day dispute operations by reviewing incoming emails, using multiple systems to locate cardholder accounts and dispute cases, and accurately forwarding emails to the BOT inbox for downstream processing.
• This role requires consistent data validation, precise case assignment, and strong attention to detail to ensure information accuracy.
• Candidates should be comfortable working in a fast paced, high volume environment and able to quickly learn and navigate multiple applications.

 
To be successful the candidate should have the flowing qualities:

• Ability to work in a fast paced, high volume operational environment with accuracy and consistency
• Strong technical aptitude, including the ability to quickly learn and navigate multiple software applications
• Excellent written and verbal communication skills, with strong reading comprehension
• High attention to detail and commitment to data accuracy and proper case assignment
• Reliability and time management skills, including consistent attendance and meeting productivity expectations Must Haves
• Data Entry Experience – Proven ability to accurately input, validate, and update data in internal systems while maintaining attention to detail.
• Basic Computer Skills – Comfortable navigating multiple applications simultaneously, including web based systems and internal tools.
• Outlook Experience – Experience managing a high volume of emails in Microsoft Outlook, including reading, sorting, and forwarding messages appropriately.
• Ability to Work Independently – Demonstrated ability to manage tasks with minimal supervision while following established processes and meeting productivity expectations.
• Critical Thinking & Problem Solving Skills – Ability to review written communications, identify the correct account or dispute case, and take appropriate action based on provided information.

Our team culture is upbeat and collaborative, with consistent coordination between peers and supervisors.
We value open, reasonable leadership, strong communication, and willingness to ask questions and learn.