Disputes Specialist - International Consumer Banking

Job Description
Join our team! Help shape the business and drive the culture of being Number One for Customer Service across all industries, be the Best Place to Work and be the Number One Bank in the UK.
As a Chargebacks Specialist within our International Consumer Banking team, you will be tasked with reviewing card transaction-related disputes, ensuring the accurate execution of dispute-related processes, and coaching other team members on identifying valid disputes. You will interact with customers, make informed decisions, and take ownership of interactions, prioritizing customer needs. You will also be responsible for resolving conflicts, managing expectations, and conducting thorough research to address disputes while adhering to regulatory practices.
Job Responsibilities

• Assist teams within the business with inquiries related to non-fraud disputes.
• Support the chargeback processing and oversee the accurate execution of the entire chargeback cycle.
• Serve as the primary point of contact for the business regarding all card non-fraud disputes.
• Take ownership of interactions, empathizing with and prioritizing customer needs and prioritize work efficiently to maximize productivity.
• Resolve conflicts and manage expectations effectively
• Identify needs and provide solutions through strong relationships.
• Exhibit excellent verbal and written communication with all customers.
• Converse with customers while documenting account activities concisely.
• Engage in interactive dialogue through active listening and make timely and effective decisions for customer benefit.
• Approach problems with sound judgment for appropriate outcomes.
• Conduct thorough research to address disputes and maintain accuracy and adhere to regulatory practices.

Required qualifications, capabilities and skills

• Must be willing to work in rotating schedules and shifts
• Must be willing to work in an environment that supports customers on both phone and chat.
• Must have background conducting investigation/review of credit card disputes.
• Must have experience processing chargeback.
• Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 3 years financial services/customer service background in the UK
• Fluency in Windows Operating Systems and Microsoft Office tools.

Preferred qualifications, capabilities and skills

• Knowledge with the following apps within MC Connect environment: Transaction Investigator, e-Service Payment Cancellation, Manage My Fraud & Risk Programs, the Fraud Centre. (preferred)
• Knowledge of section 75 of the Consumer Credit Act (CCA) 1974 (preferred)

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.