Account Representative - Chargebacks

Location:

2727 N Central Ave, Phoenix, Arizona 85004 United States of America

Position's Primary Function:

To review, research, process, and resolve Debit/Credit Card brand dispute claims. Research and process chargebacks, arbitration, or compliance cases through Payment Processors, Financial Institutions and Card Brands directly, as required. Respond to escalated inquiries from Customers, and communicate with internal and external teams regarding contracts and sales to avert potential chargeback disputes. Remain alert and informed of threats to account security, counterfeit operations, and stolen cards. Work under supervision.

Essential Duties:

• Research and review debit/credit card dispute cases in accordance with Card Brand regulations, policies and procedures

• Resolve and craft appropriate presentments for dispute cases in accordance with company and payment processor defined guidelines, using any available supplemental documentation

• Document and track arbitration and compliance cases for progress to prevent or minimize financial impact

• Work with relevant business areas to determine treatment of certain chargeback categories

• Keep relevant business areas informed of status and actions taken on chargebacks

• Identify payment process improvement opportunities related to dispute trends

• Respond to escalated email and phone inquiries from Customers, Field and Corporate teams regarding contracts, payment authorizations, settled charges, and refund exceptions

• Collaborate on and prioritize goals both individually and in a team setting

• Perform other duties as assigned

Required Skills/Knowledge: 

Experience in assimilating information, analyzing facts, and developing logical conclusions using basic research and problem solving skills. Experience in financial transaction/processing related responsibilities. Effective member/customer service skills. Exposure to working with all levels of staff, management, stakeholders, vendors. Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations. Experience working in a high volume, fast paced environment with an ability to handle multiple tasks simultaneously with a high degree of accuracy. Effective organizational, planning and time management skills. Effective verbal and writing skills, along with strong typing efficiency.  Effective skill exercising initiative and using good judgment to make sound decisions. Effective skill interacting tactfully and effectively in difficult situations. Basic database and presentation software skills.  Exposure to accounting, research, or auditing techniques and methods, in a financial institution. Working knowledge of compliance and regulations related to debit card dispute claims.

Tools/Machinery:

Must be skilled with the use of personal computers, tablets, and smart phones. High proficiency with Microsoft Office (Word, Excel, Teams, etc.) and ability to adapt to multiple proprietary PC applications preferred.

Contacts:

Regular contact over the phone and in writing with other business units and customers. There may be additional contact with third party auditors and vendors.

Perks of joining the U-Haul fleet:

Get your career moving with a company who empowers team members to be the healthiest version of themselves! We provide robust wellness benefits, events, and resources to help team members become the happiest and healthiest they can be.

Here are just some of the programs U-Haul has available:

• Full Medical coverage

• New indoor fitness gym

• Onsite medical clinic for you and your family

• Career stability

• Opportunities for advancement

• Valuable on-the-job training

• Prescription plans

• Dental & Vision Plans

• Business and travel insurance

• YouMatter Employee Assistance Program

• Paid holidays, vacation, and sick days 

• Employee Stock Ownership Plan (ESOP)

• 401(k) Savings Plan

• Life insurance

• Critical Illness/Group Accident

• 24-hour physician available for kids

• Subsidized gym/ membership

• MetLaw Legal program

• MetLife auto and home insurance

• Discounts on cell phone plans, hotels, and more

• LifeLock identity Theft

• Tuition reimbursement program

• Free online courses for personal and professional development at U-Haul University

• Savvy consumer wellness pr