Disputes Specialist 2 Job in Nordstrom Card Services Inc

Nordstrom Card Services Inc, Centennial, Openings : 1, Experience : Not Specified
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Job Description :

Job Description

Process incoming non-Nordstrom Visa and/or Nordstrom disputes on Nordstrom branded card products in a timely manner and within compliance standards.

Our Dispute Team provides essential support to ensure our internal and external customers receive unmatched service in a timely and accurate manner. As a Dispute Specialist 2, you will be the voice of Nordstrom, fielding requests from customers across the country, working various dispute case types that have a direct impact on our customer’s overall experience with Nordstrom all while remaining accurate and within compliance. An ideal candidate is curious, results-oriented, caring, compassionate, enthusiastic, solution-oriented, and committed to keeping customer satisfaction and outstanding Nordstrom customer service at the core of every decision.

KEY RESPONSIBILITIES:

  • Maintain, process, and respond to personal dispute queues in a timely manner within compliance standards.
  • Research and resolve cardholder disputes and process appropriate chargebacks.
  • Handle inbound and outbound customer calls and voicemails.
  • Set-up and maintain working case files and log document identification and date of dispute notifications as needed.
  • Non-Nordstrom
    • Compose and send letters to Visa Inc. and acquirers regarding status of claims.
    • Process, correct and maintain rejected Visa chargebacks.
    • Maintain incoming representments resulting from merchant dispute chargebacks.
    • Contact 3rd party merchants with and without the customer
  • Nordstrom
    • Review Nordstrom disputes and determine what research can be completed
    • Partner with Nordstrom.com, Nordstrom Stores, and rack.com as needed to investigate customer disputes
    • Utilize tools such as shipper sights, EEJ, and XBR to determine resolution of cardholder disputes
  • Work closely with fraud personnel to charge back unauthorized transactions.
  • Consistently deliver Nordstrom’s legendary customer service by supporting customers incoming requests, outbound calls and escalations when needed
  • Subject matter expert on end to end dispute case processing
  • Subject matter expert on Regulation Z & E as related to dispute processing
  • Oversight of day to day SLA monitoring for personal case queue
  • Our Dispute Specialist 2 are empowered to go above and beyond to troubleshoot, answer inquiries, resolve concerns and connect our customers with the services that create loyal Nordstrom customers
  • Provide support via, phone, chat and/or email to our operation partners
  • Communication with leadership on trends, issues and daily SLA obligations
  • Ownership & management of end to end processing for assigned dispute cases
  • Ability to flex between priority tasks and individual tasks

CORE COMPETENCIES:

  • Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
  • Drives Results: Persists in accomplishing objectives, even under tough circumstances. Has a track record of successfully achieving priorities.
  • Builds Trust: Gains the confidence and trust of others through honesty, integrity and authenticity.
  • Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.

FUNCTIONAL COMPETENCIES:

  • Strong Critical Thinking
  • Strong Attention to Detail
  • Strong Communication Skills (Written & Verbal)
  • Provide exceptional customer service through professionalism, ownership, and initiative.
  • Show commitment to team through collaboration and positive, proactive communication.
  • Demonstrate productivity by using time efficiently and effectively to deliver results.

QUALIFICATIONS:

  • 1 year of Nordstrom credit experience required
  • 2+ years of Nordstrom credit experience preferred
  • 6 months minimum in current role
  • High school, GED, or vocational school diploma and minimum of one year of customer service related experience; or equivalent combination of education and experience.
  • Knowledge of Microsoft Office with an intermediate level of proficiency in Word, Excel, Outlook, and PowerPoint. General knowledge of Fiserv systems is preferred.
  • Commitment to following VISA USA Inc. rules and regulations.
  • Customer service oriented and solution focused with the ability to effectively communicate results to customers in a timely manner.
  • Ability to handle a high volume of detail with speed and accuracy.
  • Ability to be proactive, show initiative, and to work with minimal supervision.
  • Ability to establish and maintain cooperative and positive working relationships with employees, customers, and vendors.
  • Ability to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment to ensure Nordstrom Card Services is meeting the needs and demands of internal and external customers.
  • Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds and treat all customers and employees in a fair and equitable manner.
  • Ensures a clean, safe and accident-free work environment and comply with Bank safety rules.
  • Passion for providing excellent customer service to internal & external customers and to teammates
  • A talent for critical thinking, attention to detail and problem solving
  • Working knowledge of regulation Z & E
  • Ability to handle a high volume of work with detail and accuracy, while delivering excellent customer experience and advocacy
  • Strong organizational and time management skills; able to manage priorities and assigned tasks
  • Excellent verbal and written communication skills
  • Displays initiative, curiosity, acts pro-actively, and employs creativity to find solutions to complex problems
  • Ability to be flexible, deal with frequent interruptions and changing priorities
  • Ability to work independently, while remaining resourceful and efficient
  • Intermediate knowledge of Microsoft Office
  • Strong working knowledge of Fiserv systems is required

The pay range listed below is specific to Colorado, which is provided in compliance with Colorado law. Pay ranges may be different in other locations.

Colorado Minimum = $19.15/hourly

Colorado Maximum = $25.90/hourly

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

  • Medical/Vision, Dental, Retirement and Paid Time Away
  • Life Insurance and Disability
  • Merchandise Discount and EAP Resources

A few more important points…

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

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© 2021 Nordstrom, Inc.

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Last Date For Apply: 20/Mar/2022 11:03:00 Job Type : Full Time, Employment Type : Permanent Apply Here