Client Tech Support Rep II

Pittsburgh, PA 15219

Job Category: Information Technology Job Number: 127330

Job Title:           Client Tech Support Rep II

Location:            Pittsburgh, PA

Duration:           06 Months Contract

About our Client: US provider of financial services technology. Domain includes banks, thrifts, credit unions, securities broker dealers, leasing and finance companies, and retailers.

Job Description:

Basic Qualifications For Consideration:

  • Act as the primary Chargeback contact and provides support of clients’ card portfolio chargeback programs (debit, credit, prepaid)
  • Performs analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the department’s Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes.
  • Maintains strong working knowledge of all internal and network processing systems and software as well as Regulation E and Visa or MasterCard processing timeframes and regulations.
  • Resolve moderately complex issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach.
  • Respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input.
  • Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
  • Provide accurate information and quality customer service
  • Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
  • Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
  • Meet individual customer service call volume and quality expectations
  • Provide support for Account Executives as assigned
  • Share best practices with other customer service claim teams
  • Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
  • Promote and maintain positive customer relations utilizing service excellence techniques
  • Participate in meeting team goals for service, quality and cost
  • Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality

Position Requirements:              

  • Previous experience in financial institution balancing of general ledger, teller or ATM cash accounts plus 3+ years banking or customer service experience.
  • High school diploma required, bachelor's degree strongly preferred.
  • Excellent customer service and active listening skills.
  • Excellent communication (verbal and written) skills.
  • Demonstrated experience working well in a close team environment.
  • Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed.
  • Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager.
  • Possess demonstrated ability to determine when to refer issues versus handle them personally.
  • Solid PC (MS Office) skills and the ability to type 35 wpm or greater.
  • Ability to travel (approximately 15%) as needed.

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities

Contact:  

Monalisa  @    monalisam@askstaffing.com    -   678-686-9381

Manoz      @    manozu@askstaffing.com,        -   703-337-0402

Monalisa Mohanty
Team Lead – Client Services

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