Card Dispute Specialist

2 tygodni temu

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

We are seeking a highly skilled Card Dispute Specialist to join our team in Kraków, Poland. The successful candidate will be responsible for handling case investigations, customer communications, and collaborating with internal teams.

Key Responsibilities:
  • Case Handling & Problem-Solving:
    • Manage case handling and normal production tasks.
    • Handle errors, perform corrections, and investigate root causes.
    • Translate local language communications to English.
    • 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.
    • Report incidents in your area and maintain compliance in all actions.
  • Documentation & Compliance:
    • Document work accurately in various IT systems, maintaining the four-eye principle where necessary.
    • Participate in audits as a process specialist and deliver required data.
    • Maintain general knowledge of the service environment, including card scheme rules (both domestic and international) and merchant agreements.
    • Ensure compliance with all relevant regulations and organizational policies.
  • Stakeholder Cooperation:
    • Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments.
    • Coordinate with vendor partners to ensure seamless service delivery.
  • Team Collaboration & Development:
    • Cooperate with team members and assist with ad hoc tasks.
    • Assist and support other team members, including training when applicable.
    • Participate in agreed projects and development tasks as determined by the manager.
    • Provide input on process development tasks and other initiatives within the area.
    • Contribute to workflow changes and process improvements.
  • Knowledge & Skill Development:
    • Acquire and maintain in-depth knowledge of organizational products and processes within the service area.
    • Utilize and stay updated on IT tools and systems used in work processes.
    • Demonstrate the ability and motivation to cross-train and multi-skill in other tasks as required.
    • Maintain a commitment to organizational goals and a can-do attitude.
  • Additional Responsibilities:
    • Perform any other functions requested by management.

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