Remote Bilingual Risk Services Advisor (Fraud/Disputes)

Description

With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT Data, what you do matters.

A Career at NTT Data Means :

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self.

We’re committed to building a people-focused environment where you can shine, no matter who you are.

• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT Data Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position Overview : Contributes to the overall success of the Disputes Services team within the Risk Services Department, ensuring specific goals and tasks are executed on in support of the team and client’s business strategies, brand expectations and objectives.

Ensure all activities conducted are in line with the internal policies and procedures.As a Disputes Service Advisor, you will be part of a team performing financially based transactions and assessment activities with a heavy focus on customer service and empathy skills.

In this role, your core responsibility will be handling dispute claim registration calls from existing customers in regard to account and disputes claim updates, website support, etc.

You directly impact service levels, telephone service factors and the quality of customer interactions within a fast-paced work environment.

The primary role of this position is to exceed caller expectations with superior customer experience while educating the customer on association rules and regulations along with allocated timelines of their dispute.

Position : Risk Services Advisor, Credit Card Position Status : Full Time Work from Home Hours of Work : Monday Sunday 8 : 00am-11 : 00pm ET (rotating shifts apply) Wage : $20.

00 / Hour English & $22.00 / Hour Bilingual Personal Characteristics : A successful candidate will naturally exhibit the following qualities :

• Empathetic and Confident : Demonstrates understanding and composure in emotional situations.
• Effective Communicator : Exhibits clear, concise, situational, and persuasive oral and written communication skills.
• Diplomatic and Positive : Operates with confidence, diplomacy, and a positive attitude.
• Solutions-Oriented : Prioritizes finding solutions when faced with challenges.
• Analytical Thinker : Possesses the ability to probe, ask insightful questions, and analyze information effectively.
• Quick Decision-Maker : Demonstrates inquisitiveness and the ability to think on their feet.
• Detail-Oriented : Exhibits active listening skills and attention to detail.
• Logical and Diplomatic : Applies logic and conveys information with diplomacy.
• Collaborative Team Player : Builds relationships and works well within a team.
• Process-Oriented : Follows detailed processes accurately and meticulously.
• Bilingual Proficiency : Demonstrates flawless language skills, supported by relevant education and intellectual capabilities.

Career Highlight and Achievements :

• Exceptional Customer Service : Proven skills and experience in delivering outstanding customer service.
• Escalation Management : Experience in handling and resolving escalations effectively.
• Bilingual Communication : Excellent communication skills in English and French, with a strong emphasis on active listening, probing, and negotiation.
• Problem Solving and Analysis : Effective problem-solving abilities and demonstrated analytical skills.
• Judgment and Decision-Making : Proven ability to exercise sound judgment in complex situations.
• Simplifying Complex Information : Ability to explain complex information clearly and concisely, making it accessible to a lay audience.

Responsibilities :

• Customer Service Excellence : Provide outstanding customer service while responding to all inbound inquiries, including but not limited to general inquiries, secure code, website support, loyalty programs, card applications, and paper statements.
• Customer Needs Identification : Utilize on-screen customer information to identify customer needs through direct contact, while simultaneously reading and updating customer information in the system.
• Inquiry Analysis : Analyze information presented by callers to determine the appropriate next steps based on the nature of the inquiry.
• Probing and Validation : Use probing questions to validate customer responses.
• Dispute Claim Validation : Use probing questions to determine the validity of dispute claims and apply MasterCard rules and regulations to assess if a case can be opened.
• De-escalation and Empathy : De-escalate challenging cardholders, demonstrating empathy and expertise in all interactions.
• Complaint Resolution : Identify and resolve complaints, influencing situations to achieve mutually satisfactory solutions, and ensuring the escalation process is followed as necessary.
• Compliance Adherence : Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and PCI compliance standards.
• Documentation Accuracy : Accurately complete documentation for required transactions, such as dispute intake cases and claims.
• Fraud Trend Identification : Proactively identify potential fraud trends through effective call analysis.
• Feedback Reporting : Report customer feedback by adhering to the established escalation matrix.
• Quality Service Achievement : Achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options and solutions, while adhering to quality assurance program standards.
• Program and Product Knowledge : Stay current on program information, business initiatives, and corporate products and processes.

Relevant Experience / Qualifications :

• Experience : Minimum of 1-2 years in the Credit Card or Financial Sector.
• Customer Service : Minimum of 1-2 years of world-class customer service experience, with exceptional skills and previous call center experience.
• Bilingual Proficiency : Fluent in both English and French.
• Communication Skills : Excellent listening, verbal, and written communication skills, with a strong emphasis on active listening, probing, and negotiation.

Interpersonal skills are essential.

• Analytical and Problem-Solving : Demonstrated analytical and problem-solving abilities.
• Time Management : Proven ability to work within time constraints.
• Technical Proficiency : Proficient in Microsoft Suite Applications with strong keyboarding skills.
• Personal Qualities : Adaptability, flexibility, even temperament, reliability, positive attitude, and the ability to get along with others.
• Judgment Skills : Demonstrated ability to exercise judgment in dealing with moderately complex situations.
• Financial Services Experience : Recoveries / chargeback experience within the Financial Services Sector is an asset.
• Change Management : Demonstrated ability to implement change efforts.
• Escalation Handling : Previous experience in handling escalations is an asset; ability to deliver difficult messages to customers and diffuse irate situations.
• Technical Knowledge : TS2 / TDR knowledge is considered an asset.
• Fraud Management : Recoveries / chargeback experience within the financial services sector is an asset.

Diversity. Equity. Inclusion. Unleashing the power of being unique.We are committed to providing an environment free of unfair discrimination and harassment.

We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT Data what you do matters. Because here YOU can.

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