Senior Executive

• Monitor and track incoming Zendesk dispute tickets daily.
• Coordinate with Fraud team for timely ticket resolution and necessary escalations
• Communicate decisions and next steps with customers in relation to their dispute tickets
• Prepare and validate ACH data related to processed tickets
• Extract and review transaction failures
• Perform reversals using operator tools as needed
• Log coaching notes for errors identified during ticket reviews
• Re-file tickets in cases of incomplete or incorrect submissions
• Process credit adjustments to member accounts after successful resolution
• Handle debit card stop-pay requests
• Close active debit cards for accounts that have been closed
  

Desired Skill

• High communication skills - strong written communication skills
• Multitasking: Able to toggle between multiple screens
• Strong attention to detail and coordinating skills
• Accurately input data into the company system without errors
• Research, analyze, and review data to ensure transactions are correct, balanced, and completed
• Ability to recognize potential problems that require escalation and partner with the appropriate stakeholders to find a solution to the problem
• Collaborate with colleagues to ensure the team's procedures are efficient and up-to-date.
• Investigate missing payments using various systems
• Updates loan data on internal systems as required.
• Performs all functions following all applicable laws and regulations, including but not limited to the Fair Credit Reporting Act (FCRA).
• Ensures confidential, sensitive information and data of the Company is secured and disposed of following company policies and guidelines.
• Review and process physical checks and checks received via the Lockbox
• Process Credit Card Payments and PL Payments
• Process overpayment refunds for Personal loan accounts
• Notate and update credit card bankruptcy
• Research and answer tickets in a timely manner
• Process incoming correspondence received in the Lockbox
• Print and mail statements to borrowers who have opted out of digital statements.
• Assist other departments within the Center of Excellence with check reviews as needed.
  

Education Requirements And Work Experience

• Basic understanding of banking and payment processing
• Minimum 18 months of customer service experience (US Preferred)
• Graduate with B.Com.