Client Support Specialist


Contract: W2, Contract



    Job Description

    Client Support Specialist
    7+ months temp to perm possibility
    Remote to start but will transition back into office. Must be local to Omaha, NE

    What does a great Fraud and Dispute Specialist do?
    You will act as the primary Chargeback contact/Subject Matter Expert for various Networks and provides support of Fiserv clients card portfolio chargeback programs (debit, credit, prepaid. You will effectively communicate appropriate dispute resolution processing for Visa or MasterCard debit clients in efforts to deepen Fiserv product penetration. You will perform analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the departments Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes.

    You will maintain strong solid understanding of all internal and network processing systems and software as well as Regulation E and Visa or MasterCard processing timeframes and regulations. You will resolve moderately sophisticated issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach. You will respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input. Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns.

    As a Fraud and Dispute Specialist, you can look forward to:

    Claims Processing (75%) Review and manage multiple queues in support of 200 - 400 clients; conduct analysis and process dispute claims in accordance with network operating regulations and internal SLA timeframes.
    ACD Telephone Responsibility (20%) Maintain availability and respond to incoming client inquiries.
    Research/ticketing (5%) Research client and/or system issues and document results/findings.
    Positive relationship and communication skills to ensure proper client interaction in managing dispute resolution and loss recovery
    Possess a high level of digital literacy (to effectively utilize multiple EFT systems, Excel, Word and PowerPoint)
    Solid understanding of workstations and database software
    Strong analytical and problem-solving skills
    Possess demonstrated ability to determine when to refer issues versus handle them personally
    Ability to independently handle a variety of responsibilities simultaneously and be able to prioritize those tasks
    Be highly motivated and eager to learn
    Ability to work extended hours as needed to meet department needs.

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