Bankcard Associate

Compensation Details:

$21.83 - $25.50 per hour

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.

In addition to providing our employees a great culture, Ace also offers competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Weekly Pay
• Incentive opportunities, based on role/grade level (rapid company growth over the past 5 years resulted in incentives being paid out at an average of 122% of your target opportunity!)
• Generous 401(k) retirement savings plan with a fully vested matching contribution the first year in addition to quarterly contributions and annual discretionary contribution (once eligibility requirements have been met). Over the past 5 years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 10.4% of total eligible compensation.
• Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
• Paid Time Off Programs (incl. vacation, paid sick time, holiday pay)
• Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities – and we support our employees in doing the same by offering an annual Ace Cares Week, 20 hours off work per year to volunteer at an organization of your choice, opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical yearly review
• Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and more
• Adoption cost reimbursement
• Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events

* Benefits are provided in compliance with applicable plans and policies.

Job Description:

The Bankcard Associate is responsible for providing Ace retailers with best in class customer service. Specifically, they will be responsible for the daily bankcard chargebacks, assist with retailer inquiries, retailer bankcard program onboarding, and other miscellaneous ad-hoc duties.

What you’ll do

• Work chargeback cases and retrievals from Bank of America (Visa, Mastercard, and Discover) and American Express. 
• Identifies, prepares, and processes merchant correspondence related to retrieval requests and chargebacks.
• Provides support for inbound merchant/retailer calls related to retrieval requests and chargebacks. 
• Reviews merchant and issuer correspondence and uses all resources available to properly dispute chargeback cases. 
• Provides written documentation to support or resolve credits/debits transactions related to the retailer’s bankcard settlement activity.
• Collaborates with Bank of America representative on resolving retailer requests as they relate to Bankcard.
• Researches, analyzes and resolves retailer inquiries pertaining to bankcard transactions.
• Acknowledges and replies to customer service tickets that are assigned to them via Salesforce from the Ace Customer Care Center.
• Responsible for onboarding stores to the Bankcard program as we receive agreements from New Business or direct from the retailer.
• Updates and maintains bankcard department logs which includes chargebacks log, onboarding tracker log, and the daily ACH file. 

What you need to succeed

• Associate’s degree or higher.
• 1-2 years prior experience in bankcard, merchant disputes or call center activities is preferred.
• Proficient in Microsoft Office applications.
• Must be self-motivated, detail oriented, strong analytical and problem-solving skills, ability to handle multiple tasks and adaptable/flexible.
• Strong verbal/written communication.
• Understanding of Bankcard industry regulations and guidelines a plus.
• SAP system processing experience a plus.

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