Junior Card Fraud/Dispute Analyst – On-site, Iași

Job description

For this project we are looking for colleagues for both Fraud and Dispute areas.

This position is onsite in our beautifully renovated facility and provides service support and resolution of routine problems regarding client's products and/or services.

Reimagine your career

Are you looking for a career change with a forward-thinking global organization? Come be part of our award-winning company driven by our people from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers." We're recognized with awards like "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We’re on the lookout for English-speaking Card Fraud/Dispute Analyst (on-site) to join our team of game-changers who engage with customers from top brands that could be from tech, finance, travel, fashion, healthcare, or another leading-edge industry.

We create epic career journeys that empower our people towards greater opportunities and brighter futures. At Concentrix + Webhelp, you belong, you make a difference, and you succeed on your terms.

Career growth and personal development

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and continuing support you’ll need to succeed.

Plus, at Concentrix + Webhelp, there’s real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What you will do in this role

In everything we do, we believe in doing right by and for people—our clients, their customers, our people, our community, and our planet.

As a Card Fraud Analyst on our team, you will:

• Be the first contact handling card fraud disputes raised by customers, understanding the fraud or scam event that has impacted the customers.
• Handle escalations from customer support or other internal teams, creating disputes on behalf of customers where applicable, and understanding the fraud or scam event that has impacted the customers.
• Direct incorrect escalations in the card fraud inbox to the correct internal teams.
• Combine multiple ongoing disputes from a single customer and investigating them as part of a single fraud event.
• Determine the true impact of the fraud event and add any unreported fraud transactions to the customers’ disputes.
• Credit the customer in a timely manner (end to end speed).
• List down factors supporting the deactivation or refund refusal decision and submitting deactivations for double approval by an internal agent.
• Be able to independently own deactivations after 3-6 months of agent experience.
• Conversing with customers in a succinct, respectful manner to ensure customer satisfaction and avoid customer complaints.
• Make swift and accurate investigations internally (reviewing disputers’ accounts/activities) and externally (using adverse media).

As a Card Dispute Analyst on our team, you will:

• Review the cardholder dispute form and answers from the customer response to understand the case
• Get in touch with the customer via email regarding the case
• Review the ‘similar transactions’ list to see how often the customer has been charged
• Review the ‘similar transactions’ list for refund
• Mark the status of the case: need more info, invalid, valid, already refunded or escalate according to the card dispute procedure
• Create documentation when needed to support if case is valid and ready for a chargeback to be filed

Your qualifications

We embrace our game-changers with open arms, people from diverse backgrounds, curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Concentrix + Webhelp is a great match if you have:

• A bachelor’s degree in a specific education background
• Specific professional background (min. 9-12 months in BPO)
• PC Skills
• Very good language skills – (C1 level of English)

Don’t meet every requirement? No worries, we're dedicated to creating a diverse, inclusive, and authentic workplace for everyone. If you feel you don’t check every box, we encourage you to apply anyway. We'll do our best to match you with the right job, whether it’s this or another role.

What’s in it for you

We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. That’s why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to help you reimagine your career.

In this role, we offer benefits that help you support your unique lifestyle:

• Full-time indefinite contract
• Performance bonus
• Medical subscription
• The option to choose from a board range of flexible benefits through MY Benefit Platform
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs, specialized courses, and language classes

Reimagine the best version of you!

We're determined to bring our own intelligence, empathy, and experience to the table every day. We invest in our game-changers and the environment they work in, because we know that when people thrive, it has a powerful impact on them, their customers, and their clients’ businesses.

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix + Webhelp their “employer of choice.”

Concentrix + Webhelp is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work:

In accordance with Romania’s law, only applicants who are legally authorized to work in Romania will be considered for this position.