Remote Dispute Services Advisor

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 : Dispute Services Advisor (DSA) Position Status : Full Time Work from Home Hours of Work : Monday Sunday Department : President’s Choice Financial Personal Characteristics : A candidate would stand out as a fit in the sourcing process by naturally demonstrating the following characteristics :

• Confident and understanding when dealing with emotional situations.
• Strong Communicator clear, concise, situational, and persuasive oral and written communication
• Confidence Operates with diplomacy and a positive attitude.
• Solutions orientation thinks solution first when faced with problems.
• Analytical mindset- Ability to probe and ask the right questions.
• Inquisitive and can think quick on their feet with decision making ability.
• Detail orientated, with active listening skills.
• Ability to apply logic and relay information with diplomacy.
• A relationship builder & collaborative team player
• Bilingual- intellectual aspect, previous education, language piece is flawless.

Career Highlight and Achievements : When discussing career achievements would describe situations and moments of pride that involved :

• Exceptional Customer Service skills and experience
• Previous escalations experience
• Excellent communication skills in English / French (listening / verbal / written) with emphasis on active listening, probing and negotiation skills.
• Effective problem solving and demonstrated analytical ability.
• Demonstrated ability to exercise judgment skills required in dealing with complex situations.
• Ability to explain complex information and purify it into layman’s terms.

Responsibilities :

• Provide excellent customer service while responding to all inbound inquiries including, but not limited to; general inquires, dispute cases, website support, loyalty programs, dispute timelines and paper statements.
• In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading / updating customer information on the system.
• Analyze information presented by the caller to process next step according to the nature of the inquiry.
• Use probing questions to determine validity of dispute claims and apply MasterCard rules and regulations to determine if case can be opened.
• De-escalate challenging cardholders and demonstrate empathy and expertise in all interactions.
• Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
• Accurately complete appropriate documentation for required tasks such adding or removing transactions or opening dispute claims.
• Proactively identify potential trends in customer concerns through effective listening and account reviews and escalate to management accordingly.
• Report customer feedback by adhering to established escalation matrix.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgement when recommending appropriate options / solutions, while adhering to the standards of quality assurance program.
• Remain current on program information and business initiatives, as well as corporate products and processes.

Relevant Experience / Qualifications :

• Minimum of 1-2 years’ experience in Credit Card or Financial Sector
• Minimum of 1-2 years World Class Customer Service experience
• Exceptional customer service skills, previous call centre experience
• Bilingual in English and French (when needed) strong asset.
• Excellent communication skills (listening / verbal / written) with emphasis on active listening, probing and negotiation skills interpersonal skills are essential.
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints.
• Proficient in Microsoft Suite Applications with strong keyboarding skills
• Personal qualities include adaptability, flexibility, even-temperament, reliability, positive attitude and demonstrated ability to get along with others.
• Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
• Recoveries / chargeback experience within the Financial Services Sector an asset.
• Demonstrated ability to implement change efforts.
• Previous escalation handling escalations an asset; ability to provide difficult messages to customers and diffuse irate customers.
• Recoveries / chargeback experience within the financial services sector (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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