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German Speaking Chargeback Specliast a Milton Keynes, Buckinghamshire, Regno Unito

TSYS

TSYS is the market leader for credit card processing in the United Kingdom, supporting a number of the key credit card issuers in the region. TSYS established its UK presence in 1999, when it opened its first European office in London, and shortly followed with the opening of its European head office in York in 2001, which continues to support its European clients.
TSYS Managed Services is an outsourced contact centre, which provides customer service, risk management, collections, and back office and help desk related services for our clients. TSYS Managed Services has offices in Milton Keynes, Coventry and Barneveld (The Netherlands).
TMS is a wholly owned subsidiary of TSYS International We merge expert payment-industry knowledge and scope with TSYS Group platforms and value-added product solutions to give you an unprecedented level of service that is cost-effective. We operate from two UK locations - Caldecotte Business Park, Milton Keynes, Binley Business Park in Coventry and a European location at Barneveld in the Netherlands. These three sites oversee Contact Centre operations on behalf of TSYS clients in Europe.
Summary of This Role
Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on charge backs for use by the company in identifying patterns and improving overall customer service.
What Part Will You Play?
  • Develops and applies the basic skills appropriate to research, process, and resolve chargeback/reversal requests for 3 or more dispute reason codes specific to 1 of the supported card brands, by utilizing established processes in a multi-client/system environment and adhering to association regulations. Gathers and analyzes cardholder and/or merchant account transactions to determine if the disputed transactions are covered under federal regulations, organizes supporting information, and applies appropriate credit/debit adjustments to accounts based on the final result of arbitration.
  • Works basic assignments from work queues as directed. Assists with the segmentation of pending requests from various work queues into the appropriate work flow based on request type and complexity.
  • Begins to develop an intermediate knowledge, pertaining to a single card brand (i.e. Visa/MasterCard/Discover/Amex), and federal regulations governing credit card chargebacks and reversals through training, online research of regulations, and adhering to department processes and procedures.
  • Handles complaints in accordance with the Internal Complaints Procedure (ICP): logs resolved complaints and escalates unresolved complaints as per the ICP.
What Are We Looking For in This Role?
Minimum Qualifications
  • High School Diploma or Equivalent
  • Typically No Relevant Experience Required
  • Fluent German Language
What Are Our Desired Skills and Capabilities?
  • Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
  • Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
  • Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
  • Skills / Knowledge - Working knowledge of association and card industry regulations

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