CBS - CHARGEBACK SPECIALIST
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Position Title: Chargeback Specialist
Job Summary
The position is responsible for ensuring that all MCC cardholders' issuing related complaints on questionable, unrecognized and unauthorized transactions are properly investigated, resolved efficiently and processed accurately based on the VISA and MasterCard guidelines. He/She will be responsible for the implementation of the end to end processing of the disputes in coordination with the cardholders, issuing and acquiring banks and the scheme. He/She will be responsible in processing of acquired on-us and off-us transactions based on the approved policies and procedures of MCC and VISA and MasterCard guidelines. .
Specific Duties & Responsibilities
• Conducts preliminary investigation on every case received.
• Prepares letters to issuers, acquirers, merchants and cardholders on the status of their disputed transactions.
• Prepares and sends letter to merchants on chargeback, pre-arbitration and retrieval requests received from issuing banks.
• Monitors letters sent to cardholders and/or merchants which were not successfully delivered by MCC's accredited couriers.
• Coordinates with cardholders, merchants, acquiring banks and issuing banks for additional requirements and resolution of cases.
• Updates cardholders and other MCC units on the status of disputes for acquiring.
• Recommends disposition of cases after completion of documents needed (retrieved sales invoices, contracts, application forms etc.).
• Coordinates with Fraud Unit and cardholders for the blocking of accounts for dispute resolution.
• Refers to Fraud Unit disputed transactions for further investigation and disposition.
• Assists the Acquiring Chargeback Officer in processing incoming interchange off-us transactions in terms of the scheme’s guidelines resulting in representments, write offs or chargebacks to merchants.
• Prepares correspondences to cardholders, merchants and issuing banks.
• Prepares requests to TPMP for credit adjustments on cardholders’ accounts based on merchants advises and confirmation.
• Assists Acquiring Chargeback Officer in preparing batch adjustment reports for accepted chargebacks by merchants.
• Analyze, process and resolve disputed transactions extracted from the CIMS, email and other communication channels.
• Prepares the fraud endorsement form and endorses to Fraud Unit disputes for further investigation and disposition.
• Exhaust all means to coordinate with cardholders, issuers, acquirers, merchants for the additional requirements and resolution of cases.
• Updates the cardholders and other division on status of disputes.
• Determines disposition for every case after completion of documents needed.
• Processes disputed transactions based on scheme guidelines.
• Effects chargeback, retrieval requests, representment, fee collection and fund disbursements.
• Validates if all incoming VISA and MasterCard interchange transactions were encoded in the database for tracking and monitoring purposes.
• Files good faith, pre-arbitration/arbitration and pre-compliance/compliance cases as applicable.
• Prepares and sends out the chargeback/representment supporting documents and fulfillments thru the Mastercom Electronic Imaging System or VROL.
• Monitors incoming second chargeback and its supporting documents, retrieval fulfillments of merchants, pre-arbitration/arbitration and pre-compliance/compliance.
• Monitors incoming representments and its supporting documents, retrieval fulfillments, pre-arbitration/arbitration and pre-compliance/compliance.
• Monitors the issuers, acquirers and the scheme’s reply to outgoing good faith, pre-arbitration/arbitration and pre-compliance and compliance cases.
• Determines disposition of incoming good faith, pre-arbitration and pre-compliance cases.
• Prepares counter arguments for incoming and outgoing pre-arbitration/arbitration and pre-compliances/compliances.
• Liaise with acquiring and issuing banks for resolution of chargeback, copy requests, pre-arbitration and pre-compliance cases.
• Monitors auto credit adjustments from issuers, acquirers and merchants.
• Effects the credit adjustments to cardholders’ and merchants accounts.
• Posts credit and debit adjustments thru PRIME Dispute Manager based on effected chargeback, retrieval requests and representments. Effects the reversal of the credit adjustments for accepted and valid transactions.
• Encodes on a daily basis details of all processed transactions on the Acquiring Data base, PRIME Dispute Manager for tracking and MIS purposes and on the CIMS for the closure and update of the complaints.
• Updates and validates recon report sent bi-monthly by Recon Unit.
• Coordinates with Recon Unit for the closure of the float items in the recon report.
• Process ATM disputed transactions.
• Coordinate with the acquiring banks for the submission of the TM journal tapes for represented ATM transactions.
Qualifications:
- Bachelor's degree holder and preferably graduate of business course
- Experience in chargeback or dispute resolution from a financial institution is an advantage
- Good oral and communication skills
- Wlling to report on site 100%
- Willing to render overtime
Other Details:
Rank: Rank and File
Unit: Consumer Business Sector / Credit Operations Group / Authorizations, Fraud, and Chargeback Department / Chargeback Section
Location: Ayala, Makati