Dispute Specialist

    • Date:
    • October 20, 2017
    • Location:
    • Pasadena, CA
    • Job Function:
    • Loss Management
    • Req. Number:
    • 2478

Description

Green Dot Corporation, along with its wholly owned subsidiary bank, Green Dot Bank, is a pro-consumer financial technology innovator with a mission to reinvent personal banking for the masses. Green Dot invented the prepaid debit card industry and is the largest provider of reloadable prepaid debit cards and cash reload processing services in the United States. Green Dot is also a leader in mobile technology and mobile banking with its award-winning GoBank mobile checking account. Through its wholly owned subsidiary, TPG, Green Dot is additionally the largest processor of tax refund disbursements in the U.S. Green Dot's products and services are available to consumers through a large-scale "branchless bank" distribution network of more than 100,000 U.S. locations, including retailers, neighborhood financial service center locations, and tax preparation offices, as well as online, in the leading app stores and through leading online tax preparation providers. Green Dot Corporation is headquartered in Pasadena, Calif., with additional facilities throughout the United States and in Shanghai, China.

Corporate Dispute Specialist

SUMMARY
The Corporate Dispute Specialists primary responsibility is to review and resolve dispute letters sent in by Green Dot Customers. The objective of the position is to advocate for our Customers by delivering world-class customer service and managing all disputes to attain the best possible response/resolution. Seeking an individual with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

RESPONSIBILITIES

  • Ensure that all customer escalations and complaints are managed to excellent professional standards
  • Receive inbound contacts (calls, letters, etc.) and complete outbound contacts (callbacks, responses, etc.)
  • Support Green Dot employees and executives with resolving customer issues
  • Maintain contact with all other relevant customer groups within Green Dot
  • Demonstrate sound negotiation, problem-solving and conflict resolution skills
  • Ensure support for resolution of customer issues
  • Capture all pertinent customer contact information accurately and concisely
  • Ensure that data and all letters are properly maintained
  • Track all letters in the internal tracking system (Jira)
  • Resolve cardholder dispute within 10 days of receipt
  • Notate accounts thoroughly on events and information regarding disputes
  • Send chargebacks to TSYS for processing
  • Send resolution letter to customer regardless of results of dispute
  • File all paperwork including cover sheet, letter and transaction (stamped COPY)
  • Maintain personal and team accountability for productivity and efficiency

REQUIREMENTS

  • Bachelor’s Degree Preferred
  • 2-4 years call center / customer service experience required
  • Exceptional verbal and written communication skills
  • Ability to communicate effectively with all levels of management and company personnel
  • Previous corporate escalations or higher tier experience desired
  • Exceptional problem-solving skills
  • Highly effective organizational skills
  • Demonstrated negotiation and conflict management skills
  • Proficiency in MS Outlook, Word, PowerPoint and Excel skills required
  • Knowledge of TSYS a plus
  • Knowledge of Jira a plus

Green Dot Corporation is committed to achieving a diverse workforce and is proud to be an equal opportunity employer without regard to race, color, religion, sex, national origin, disability , protected veteran status, or any category protected by law.

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