Company Description:
About Sutherland
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ & customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.
Job Description:
Key Responsibilities:
- Handle customer dispute cases across key workflows - Researching & filing card disputes, challenging peer to peer disputes, recon of card disputes, fraudulent ACH research & filing, responding to enquiries via e-mail.
- General knowledge of banking and alternative payment channel operating rules.
- Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions.
- Understand chargebacks involving fraudulent activity and provide resolution to prevent future cases.
- Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience.
- Collaborate and escalate complex cases with team members for guidance/assistance as appropriate.
- Respond promptly and exercise exceptional communication skills in an effort to optimize each contact.
- Effectively manage cases and communication using Salesforce Service Cloud.
- Utilize strong de-escalation skills to assist customers in need.
- Meet or exceed established service level agreements and guidelines.
- Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.
- Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry.
What are we looking:
- Financial services or banking industry experience: 0–2 years of experience in dispute management, chargebacks, risk operations, or related financial services.
- Superb attention to detail with the ability to navigate multiple screens & systems.
- Strong analytical, organizational, written and verbal communication skills.
- Ability to follow structured processes with Workflow instructions and manage time-sensitive tasks with minimal supervision.
- Comfortable working in a fast-paced, accuracy-driven operations environment.
- Flexible with work varying time shifts / schedules.
Qualifications:
- Bachelor’s degree.
