Disputes Agent – Cash App
| Company | Block |
|---|---|
| Location | Chicago, IL, USA |
| Salary | $22.74 – $45.48 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Financial services or banking industry experience
- The ability to quickly adapt to new situations and thrive in a fast-paced environment
- Superb attention to detail
- Excellent time-management skills
- A desire for self-improvement of skills through direct leadership and peer feedback
- A passion for engaging with Cash App customers and being a Voice of the Customer
- Strong analytical, organizational, written and verbal communication skills
- Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.
Responsibilities
- Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk activity, account takeovers, and disputes
- Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
- General knowledge of banking and alternative payment channel operating rules
- Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions
- Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
- Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
- Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
- Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
- Effectively manage cases and communication using Salesforce Service Cloud
- Utilize strong de-escalation skills to assist customers in need
- Meet or exceed established service level agreements and guidelines
- Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
- Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry.
Preferred Qualifications
-
No preferred qualifications provided.