Job Listing Description

IT Support Representative. TEXAS

PDS Tech Inc. has an exciting job opportunity for the role of Client Tech Support Representative in Frisco, Texas- 75034

NOTE: 6 Months Contract with possible extension. Applicant must be a US Citizen or Green Card

  • Ability to travel (approximately 15%) as needed

  • Work Timings Monday through Friday, 8:00am to 8:00pm CST. 

Contact: Sana. Email: Direct # 314-665-2124

Position Requirements: 
• Previous experience in financial institution balancing of general ledger, teller or ATM cash accounts plus 3+ years banking or customer service experience 
• High school diploma required, bachelor's degree strongly preferred 
• Excellent customer service and active listening skills 
• Excellent communication (verbal and written) skills 
• Demonstrated experience working well in a close team environment 
• Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed 
• Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager 
• Possess demonstrated ability to determine when to refer issues versus handle them personally 
• Solid PC (MS Office) skills and the ability to type 35 wpm or greater 

Job Description:
Act as the primary Chargeback contact and provides support of Fiserv clients’ card portfolio chargeback programs (debit, credit, prepaid) 
• Performs analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the department’s Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes. 
• Maintains strong working knowledge of all internal and network processing systems and software as well as Regulation E and Visa or MasterCard processing timeframes and regulations. 
• Resolve moderately complex issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach. 
• Respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input. 
• Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns 
• Provide accurate information and quality customer service 
• Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application 
• Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution 
• Meet individual customer service call volume and quality expectations 
• Provide support for Account Executives as assigned 
• Share best practices with other customer service claim teams 
• Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services 
• Promote and maintain positive customer relations utilizing service excellence techniques 
• Participate in meeting team goals for service, quality and cost 
• Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality 

Job Number: 1910098159
Job Location: Frisco, TX
Duration: 6 months
Input Date: 02/26/2019
Last Updated: 03/12/2019
Attention: Sana Khan
Address: 1215 FERN RIDGE PKWY STE 231
City, State: ST LOUIS, MO 63141
Phone: 314/628-9143
800 Phone: 800/472-3737
Fax Phone: 314/628-9485

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