NCR Atleos
Overview
The Disputes Manager role will manage Dispute staff and oversee all processes, procedures and controls for Chargebacks, Adjustments, and Re-presentments for US and/or Canada to ensure timely and accurate completion. The Manager is an experienced analyst who can operate with little to no supervision, possesses sound judgment and is capable of making independent decisions. The Manager will directly handle the more complex Arbitration and Compliance Cases, Chip Liability Shift (EMV) chargebacks and Dynamic Currency Conversion Chargebacks. Responsibilities
Oversee the entire Dispute function and ensure processes and emails are handled timely and efficiently by the Dispute Analysts under their supervision to avoid financial losses to the Company and/or our clients on the US and/or Canada. Provide training, support, mentoring, performance evaluation and follow-up for team members. Prepare and communicate annual performance evaluations in compliance with current company policies. Research and process pre-arbitrations and pre-compliance cases within network timeframes. Research and handle complex dispute types such as Arbitration and Compliance Cases. Review Chip Liability Shift Chargebacks (EMV) in accordance with network requirements, including reviewing Card Holder letters and validating SAFE or other Fraud reporting; before accepting liability or processing a re-presentment on behalf of clients. Review and handle incoming chargebacks and outgoing re-presentments on Dynamic Currency Exchange exceptions. Provide training and support to Financial Institutions and Credit Unions on chargeback rules. Provide training and support for Account Managers so they can properly respond to their clients. Stay up to date on industry information, system changes, network rules and compliance issues. Respond to requests and maintain open communications between team, account managers and external customers. Drive change from a team member perspective with regard to the implementation of automated systems and the streamlining of existing processes. Manage team, as required, with all processes and projects related to Disputes. Backup other managers within the team. Collaborate with internal business partners on projects. Assist with additional tasks as assigned throughout the review period. Manage processes for, and assist with, the following activities: Print out and review daily incoming documentation in response to chargeback notifications; Review incoming journals and validate if documentation supports filing a re-presentment with networks; Review transaction to determine the appropriate network routing and ensure network re-presentment rules are met before submitting to the network for credit; Perform necessary research and look up specific transaction details that need to be included with the re-presentment case; Process re-presentments daily and within network timeframes; Process Debit and Credit Adjustments to Cardholders as requested by terminal owners due to terminal out of balances, reversals, and to resolve daily match and kill Settlement variances; Process Chargebacks and Good Faith disputes for Issuing Banks to resolve cardholder disputes; Communicate, provide updates, and work directly with Issuing Banks on Chargeback initiation, while also reviewing and ensuring documentation received is valid to win cases on behalf of the Banks; Scan all documentation and archive in the Chargeback folder daily to ensure data and documentation are available for internal use; Answer and resolve calls/emails from Issuing Banks, ISO/Merchants, Networks, and internal/external clients. Qualifications and Skills
3-5 years of experience in chargeback processing preferred. Proven leadership and customer service skills. Knowledge of Visa, MasterCard, ACCEL, AFFN, CU24, Shazam, NYCE, and Pulse networks chargeback rules and regulations. Highly organized, detail-oriented and deadline driven. Strong written and oral communication skills. Proficient in Microsoft Excel and other Microsoft Office applications. Ability to work in a dynamic environment that changes frequently. Motivated self-starter with a strong work ethic and adaptive, fast learner. Excellent problem-solving skills. Ability to work well with others and foster a collaborative team environment. Ability to work overtime, holidays and weekends as required. Systems Involved
Adjustment Hub – Automated Processing of Networks. Systems for EFT Networks and Gateways for US and/or Canada as applicable. CDS Exception Manager, Webtools and CDS Intranet. Full Time Employee Benefits Include
Medical Insurance Dental Insurance Life Insurance Vision Insurance Short/Long Term Disability Paid Vacation 401k EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. Seniority level
Mid-Senior level Employment type
Full-time Job function
Legal Industries
Banking We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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The Disputes Manager role will manage Dispute staff and oversee all processes, procedures and controls for Chargebacks, Adjustments, and Re-presentments for US and/or Canada to ensure timely and accurate completion. The Manager is an experienced analyst who can operate with little to no supervision, possesses sound judgment and is capable of making independent decisions. The Manager will directly handle the more complex Arbitration and Compliance Cases, Chip Liability Shift (EMV) chargebacks and Dynamic Currency Conversion Chargebacks. Responsibilities
Oversee the entire Dispute function and ensure processes and emails are handled timely and efficiently by the Dispute Analysts under their supervision to avoid financial losses to the Company and/or our clients on the US and/or Canada. Provide training, support, mentoring, performance evaluation and follow-up for team members. Prepare and communicate annual performance evaluations in compliance with current company policies. Research and process pre-arbitrations and pre-compliance cases within network timeframes. Research and handle complex dispute types such as Arbitration and Compliance Cases. Review Chip Liability Shift Chargebacks (EMV) in accordance with network requirements, including reviewing Card Holder letters and validating SAFE or other Fraud reporting; before accepting liability or processing a re-presentment on behalf of clients. Review and handle incoming chargebacks and outgoing re-presentments on Dynamic Currency Exchange exceptions. Provide training and support to Financial Institutions and Credit Unions on chargeback rules. Provide training and support for Account Managers so they can properly respond to their clients. Stay up to date on industry information, system changes, network rules and compliance issues. Respond to requests and maintain open communications between team, account managers and external customers. Drive change from a team member perspective with regard to the implementation of automated systems and the streamlining of existing processes. Manage team, as required, with all processes and projects related to Disputes. Backup other managers within the team. Collaborate with internal business partners on projects. Assist with additional tasks as assigned throughout the review period. Manage processes for, and assist with, the following activities: Print out and review daily incoming documentation in response to chargeback notifications; Review incoming journals and validate if documentation supports filing a re-presentment with networks; Review transaction to determine the appropriate network routing and ensure network re-presentment rules are met before submitting to the network for credit; Perform necessary research and look up specific transaction details that need to be included with the re-presentment case; Process re-presentments daily and within network timeframes; Process Debit and Credit Adjustments to Cardholders as requested by terminal owners due to terminal out of balances, reversals, and to resolve daily match and kill Settlement variances; Process Chargebacks and Good Faith disputes for Issuing Banks to resolve cardholder disputes; Communicate, provide updates, and work directly with Issuing Banks on Chargeback initiation, while also reviewing and ensuring documentation received is valid to win cases on behalf of the Banks; Scan all documentation and archive in the Chargeback folder daily to ensure data and documentation are available for internal use; Answer and resolve calls/emails from Issuing Banks, ISO/Merchants, Networks, and internal/external clients. Qualifications and Skills
3-5 years of experience in chargeback processing preferred. Proven leadership and customer service skills. Knowledge of Visa, MasterCard, ACCEL, AFFN, CU24, Shazam, NYCE, and Pulse networks chargeback rules and regulations. Highly organized, detail-oriented and deadline driven. Strong written and oral communication skills. Proficient in Microsoft Excel and other Microsoft Office applications. Ability to work in a dynamic environment that changes frequently. Motivated self-starter with a strong work ethic and adaptive, fast learner. Excellent problem-solving skills. Ability to work well with others and foster a collaborative team environment. Ability to work overtime, holidays and weekends as required. Systems Involved
Adjustment Hub – Automated Processing of Networks. Systems for EFT Networks and Gateways for US and/or Canada as applicable. CDS Exception Manager, Webtools and CDS Intranet. Full Time Employee Benefits Include
Medical Insurance Dental Insurance Life Insurance Vision Insurance Short/Long Term Disability Paid Vacation 401k EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. Seniority level
Mid-Senior level Employment type
Full-time Job function
Legal Industries
Banking We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr