Account Research Specialist

ROLE SUMMARY:
Researches and responds to customer requests via mail, email, fax and other means pertaining to cardholder/corporate accounts and ensures compliance with client, regulatory, and Association rules and regulations.
Utilizes extensive knowledge of banking products and services to research, update and document cardholder accounts.
Recognizes potential fraud, credit, collection and chargeback issues and forwards them to the appropriate department.
Inbound and outbound telephone calls with Credit Card customers to identify customer circumstances, agree customer outcomes and solutions including: taking payments, making payment plans, referring to a Debt Management Company or other
Adhere to rehabilitation and collections tools within criteria levels of authority
Collate, update and maintain internal collections systems and customer databases
Ensure statutory and regulatory requirements are upheld and customer notes updated
Achieve Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards.

ESSENTIAL FUNCTIONS:
• Becomes familiar with client products and services while assisting with routine updates and documentation (e.g. name/address changes, returned mail, etc.) of cardholder/corporate accounts.
• Follows client policies and procedures to validate report disputes from appropriate credit bureau systems as directed.
• Becomes familiar and assists with determining/recognizing the basis of cardholder requests that involve potential fraud, credit, collection or chargeback issues and forwards to the appropriate department for resolution.
• Picks up, reviews, sorts, digitally scans, and distributes mail for appropriate action, as directed.
• Follows basic client standards/policies/procedures, regulations and Association (Visa, MasterCard, etc.) requirements as observed through training, reference material and various software tools to prevent violations and punitive financial action, as directed.

SKILLS / KNOWLEDGE, JOB COMPLEXITY & SUPERVISION
• Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
Works on assignments that are routine to semi‐routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision‐making.
• Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Knowledge in applicable software, e.g. Lotus Notes, TSYS Applications, onBase, Microsoft Office, Credit Bureau system, client websites, payment processing systems
• Frequent written and verbal communication with cardholders, clients and vendors (US Postal Service)
• Strong knowledge of government regulations, client policies and Association compliance

Skills Required

COMPETENCIES
Results Orientation
Customer Focus
Fostering Relationships
Effective Communication – Written and Oral & Strong questioning, negotiating/probing skills
Other for Interview Questionnaire
Resilience and Motivation
Attention to Detail and Quality Orientation
Assimilate and Analyse Information
Not Included in Competency Questionnaire for Account Specialist I
Critical and Analytical Thinking
Planning and Organisation
Driving Change and Innovation

Rate of Pay

£8.75 – £9.28 per hour

Job ID – AC2534521

  • Full Time
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