Bilingual Spanish/English Research/remediation Rep 1

Details: Bilingual Spanish/English Research Remediation Rep 1 This position takes in-bound customer disputes calls.Incentive opportunities are based on quality and productivity.• Ensures that all customer dispute calls and correspondence are handled with immediate action and resolution which may include: ordering a sales draft, entering a chargeback, sending out a dispute form, ordering a computer letter, charging the disputed amount off, or forwarding the case to the appropriate department.• Maintains an in depth knowledge of MasterCard and VISA member rules and regulations that will enable the representative to make the appropriate decisions as to when and how to resolve the customer's inquiry.• Maintains knowledge of DASH, CSS, FDR, NetSearch and any other additional systems.• Enter monetary and non-monetary adjustments which may include removing a delinquent status, placing an item into dispute, removing a minimum payment due, adjusting finance charges and small balance charge-off adjustments.• Identifies problems and works within a team environment toward viable solutions.• Maintains knowledge of Regulation Z and E of the Fair Credit Billing Act.• Assists in peer training of team members to ensure a superior level of service.• Collects information and prepares reports to status an account lost/stolen when appropriate to lessen potential loss.• Limits fraud exposure on suspicious inquiries by performing additional verification and/or refer calls to the Fraud dept.Responds, under the guidance of senior partners, to inquiries and complaints from internal and external customers (including customers, merchants, clients, and bankers), regarding financial products and services.Duties include:• Conducting intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, processing complex transactions on-line (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc. and resolving complex problems and inquiries.• Serves as intermediary between parties to resolve disputed matters, negotiates and enacts settlements accordingly.• Reconciles general ledger accounts to ensure balance.• Handles incoming correspondence in accordance with external and internal policies and procedures.• Generates and/or composes written correspondence as needed.• Reviews data and reports trends to management.• Duties may also include: account maintenance, report generation, project work and work direction.Business hours of operations: Monday Friday 8:00 am 9:00 pm CST

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