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Dispute Customer Service Associate
1 month ago
Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.
Pay: $18.00 per hour
Work Hours: Mon-Fri; 8:00 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.
- 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
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, 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.
