Card Dispute Resolution Specialist

1 miesiąc temu

Kraków, Lesser Poland Majorel Poland Global Pełny etat
About the Role

We are seeking a detail-oriented Card Dispute Specialist to handle case investigations, customer communications, and collaborate with various internal teams. The ideal candidate will have a knack for translating communications, maintaining compliance, and supporting process improvements.

Key Responsibilities
  • Manage case handling and normal production tasks, including handling errors, performing corrections, and investigating root causes.
  • Translate local language communications to English and handle customer communications and support via email and/or telephone according to KPIs and agreed SLAs.
  • Support customers in minimizing losses related to third-party fraud with payment cards and report incidents in your area and maintain compliance in all actions.
  • Document work accurately in various IT systems, maintaining the four-eye principle where necessary, and participate in audits as a process specialist and deliver required data.
  • Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments, and coordinate with vendor partners to ensure seamless service delivery.
  • Cooperate with team members and assist with ad hoc tasks, assist and support other team members, including training when applicable, and participate in agreed projects and development tasks as determined by the manager.
Requirements
  • Fluent in German and English (speaking and writing), with additional language skills a plus.
  • Experience handling customer applications and administrative tasks in a professional, positive, effective way.
  • Experience in communicating and explaining the 'why' behind and having the ability to think analytically and detect risks.
  • Previous experience with payment products/card industry or services would be an asset.
  • Relevant educational background, Financial, Commercial, legal, with a Bachelor's degree or similar an asset.
  • Experience in customer service or BPO environments.
  • Good communication, cooperation, and networking skills.
  • Positive attitude and high work ethic.
  • Ability to organize and prioritize tasks effectively.
  • Ability to adapt to change, showing flexibility and resilience.
  • Analytical mindset and strong problem-solving skills.
  • Proficient in IT (MS Office 365).
  • Team player with an understanding that teamwork is essential for success.
  • Commitment to maintaining compliance in all actions.
What We Offer
  • Hybrid working option.
  • Mobile phone/Internet subsidy.
  • Trainings and courses.
  • Sports benefits.
  • Entertainment events for employees.
  • Medical insurance.
  • Pension scheme (PPK).
  • Competition Award.
  • Life, accident & critical illness Insurance.
  • Paid Sick Leave.
  • Referral bonus.
  • 20/26 days of holiday.

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