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Dispute Customer Service Associate

Global Payments

Global Payments

Customer Service
Jeffersonville, IN, USA
Posted on Tuesday, November 7, 2023

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

***This is an on-site role based at our Jeffersonville, IN facility.

Hybrid Schedule available!

Paid Family Leave

Tuition Assistance

Excellent health benefits

401(k) match

Pay: $18/HR

Work Hours: Mon-Fri; 8:30 AM to 5:00 PM

Summary: The primary responsibility is to take incoming dispute calls. Aided by analysis during certain periods of the day, the Customer Service Rep (CSR) is the front line for incoming dispute calls from Merchant (business customers) at all times. The CSR is knowledgeable on general dispute rules and processes. The CSR will answer Merchant's questions and deliver concise, case specific advice - escalating calls that surpass their expertise.

The Customer Service Rep processes certain Merchant responses and review cases for technical opportunities to represent cases.

Duties and responsibilities

  • Front line for incoming dispute calls

  • Respond to merchant emails and voicemails.

  • Process merchant responses to retrieval requests and EMV chargebacks.

  • Review retrievals about to expire and reach out to merchants as directed.

  • Meet departmental productivity and quality standards.

Qualifications

  • High School Graduate.

  • Proficient with Excel and Word; G-Suite is a plus

  • 2+ years experience with related processes and systems

  • Excellent soft skills, including a keen technique in diffusing unhappy callers

  • Detail oriented and analytical

  • Self-driven and disciplined

  • Team-oriented

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.