Senior Executive

Senior Executive

Job Description               

• Monitor and track incoming Zendesk dispute tickets daily.
• Coordinate with Fraud team for timely ticket resolution and necessary escalations
• Communicate decisions and next steps with customers in relation to their dispute tickets
• Prepare and validate ACH data related to processed tickets
• Extract and review transaction failures 
• Perform reversals using operator tools as needed
• Log coaching notes for errors identified during ticket reviews
• Re-file tickets in cases of incomplete or incorrect submissions
• Process credit adjustments to member accounts after successful resolution
• Handle debit card stop-pay requests
• Close active debit cards for accounts that have been closed

Desired Skill

• High communication skills - strong written communication skills
• Multitasking: Able to toggle between multiple screens 
• Strong attention to detail and coordinating skills

 ● Accurately input data into the company system without errors

● Research, analyze, and review data to ensure transactions are correct, balanced, and completed

● Ability to recognize potential problems that require escalation and partner with the appropriate stakeholders to find a solution to the problem

● Collaborate with colleagues to ensure the team's procedures are efficient and up-to-date.

● Investigate missing payments using various systems

● Updates loan data on internal systems as required.

● Performs all functions following all applicable laws and regulations, including but not limited to the Fair Credit Reporting Act (FCRA).

● Ensures confidential, sensitive information and data of the Company is secured and disposed of following company policies and guidelines.

● Review and process physical checks and checks received via the Lockbox

● Process Credit Card Payments and PL Payments

● Process overpayment refunds for Personal loan accounts

● Notate and update credit card bankruptcy

● Research and answer tickets in a timely manner

● Process incoming correspondence received in the Lockbox

● Print and mail statements to borrowers who have opted out of digital statements.

● Assist other departments within the Center of Excellence with check reviews as needed. 

Education Requirements and Work Experience

• Basic understanding of banking and payment processing
• Minimum 18 months of customer service experience (US Preferred)
• Graduate with B.Com.