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Fraude & Chargeback Advisor / Financial Area (M/F) Porto
De: Sitel Portugal Local: Porto ID: 32083
8
candidatos
SITEL is a Multinational Contact Centre Outsourcing Provider Company, in Portugal for 20 years and now with a team of 1200 associates. We believe Portugal is one of the best places to live and work, its contact center industry is one of the fastest growing and better equipped in the world, with quality results that match the most demanding standards. Developing Contact Centre projects in all EMEA region (Europe, Middle East and Africa) and Brazil, we are growing in a sustained and strategic way.
SITEL Portugal is one of the top performers in Contact Center Industry. Our proven multilingual capacities and relocation expertise are a key factor in SITEL sustained growth.
Top 5 Reasons to Join Us:
1. Start an international career;
2. Being involved in projects for worldwide brands;
3. Be part of a successful and growing company;
4. Meet people from all over the world;
5. Develop your language skills in an international environment.
Summary of Primary Job Responsibilities
We are currently recruiting English/Portuguese speakers to perform the role of Customer Service Advisor to one of the best social networking service, that connects people to unique tourism experiences. We are seeking people with the passion for tourism willing to help every customer to feel at home away from home. Based in our office in Portoyou will be integrated in a team that provide support to their community with an easy, informative, safe, and fun experience. We are looking for new talent with commitment to build with SITEL Portugal a successful career.
He or she will manage the chargeback and retrieval process. The position requires the ability to analyze different sets of rules and regulations in order to communicate chargeback/fraud.
Fraud and C/B Team:
1Manage relevant information and documentation regarding complaint of transaction according to Mastercard/Visa regulation and procedure
Handles communication with cardholder within all dispute process (telephone/mail/email)
Translates into English/Portuguese
Provide detailed understanding of processes and procedures to the team, ensuring necessary communicated and implemented and relevant colleagues and teams are engaged
Take responsibility for own specified targets and SLAs
Actively contribute to FPOC complaints resolution where required
Liaise with other business areas involved in dispute process to ensure consistent delivery throughout
Own accountability for high standards of process adherence delivery of quality assurance
Maintain own performance against scorecard, productivity and customer satisfaction metrics
Stakeholder management and appropriate liaison with Team Leader
Experience Target
Previous experience in Chargeback handling and customer services
Computer literacy.
Request for chargeback/retrieval and required documentation related to the dispute case according to the Mastercard/Visa rules and relevant procedures;
Retrieve all necessary documents from the cardholders and fulfill cases by due date;
Handle communication with Cardholder within all dispute process
Provide all appropriate documentation to the dispute
Responsible for tracking each case status; doing each case in the company’s proprietary case management system when complete
Experience in managing customer’s accounts and owning the resolution of problems
Knowledge/Skills/Abilities
Technical Skills/Competencies:
Knowledge of Association (Mastercard, Visa) dispute rulers for issuers, acquires and merchants, is preferred;
Strong analytical skills with a high degree of accuracy and attention to details;
Excellent time management skills, with the ability to multi-task activity;
Ability to work autonomously;
Ability to identify and solve problems;
Must be highly organized, proactive and responsive;
Strong written and oral communicational skills;
Advanced English – Written and Verbal communication skills;
Previous understanding of fraud is preferable but not essential
Decision making with specified time constraints
Competence in MS Office
Knowledge/Abilities:
English knowledge both spoken and written (not necessary to be native)
Experience in delivering Excellent Customer Service
A systematic problem solving approach
Preferred:
Working knowledge of financial systems
Previous knowledge of clients products and services
Knowledge of Frauds
Start day: April 2016 in Porto
Please send your CV, with ref.: TRV/FCB/EN/PO/TBL
Publicado a 19-04-2016
Visualizada: 3054 vezes
Visualizada: 3054 vezes