Account Specialist III - Global Card Operations Claims

Our Commercial Card Claims Team is integral in our goal of delivering the best service to our Commercial Cardholders. A Commercial Card Claims Specialist is responsible for reviewing Disputes and Fraud claims to identify recovery opportunities and minimizing financial losses by completing reasonable investigation, processing chargebacks following Visa and Mastercard rules and regulations, working directly with merchants and reviewing activity with cardholders to identify save opportunities.

In addition, the position will have responsibility of managing cases daily to meet timelines and service level agreements, follow escalation process as needed and adhere to regulations, policies, and procedures.

Job Responsibilities:

• Review and investigate cardholder/client claim of merchant disputes or unauthorized transactions.


• Ensure that account is issued the temporary credit for each transaction in question during the investigation phase.


• Correspond to the cardholder/client via email and phone to acknowledge receipt of claim and/or request additional information.


• Review account activity with cardholders to identify save opportunities.


• Handle incoming calls from cardholders inquiring about the status of their claim.


• Work directly with merchants thru outgoing calls to identify recovery opportunities for the claim.


• Initiate chargeback to recover funds when applicable and identify fraud trends.


• Follow escalation procedures for high-value and complex cases for assistance.

Required qualifications, capabilities, and skills:

• Minimum 1-2 years of Call Center/BPO experience.


• Strong customer service, analytical skills, and attention to details.


• Excellent verbal and written communications skills.


• Ability to multi-task and can work in a fast paced, high volume environment.


• Knowledge of computer software systems such as Microsoft Office.


• Must be willing to work overnight and shifting schedules.

Preferred qualifications, capabilities, and skills:

• Background in servicing credit card and/or prepaid card products.


• Experience with Fraud and/or Disputes investigations (credit card and/or prepaid card) preferred.


• Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus

Additional Information:

• Work Schedule: WHEM Shift (8pm-6am MNL Operating Hours; Monday-Friday); Work during US/PH Holidays.