Back to search.PayPal - Chargeback Agent German
| Employment Type: | Permanent |
| Location: | Dublin - Dublin Region, Ireland, Dublin 15 |
| Salary: | Not Disclosed |
| Languages: | English, German |
| Required Languages: | 2 |
Chargeback Agent German
As a Chargeback Agent, you will be responsible for working chargeback's initiated by buyers through their credit card company. This will require you to use discretionary decision making skills in reversing funds and limiting access to accounts in order to minimize or prevent loss. It's critical that a Chargeback Agent has a thorough understanding of Seller Protection and knowledge of the chargeback process, including card scheme regulations
and/or ACH Returns. A Chargeback Agent has excellent interpersonal skills and is able to handle multiple queues & customer inquiries at once.
Core Duties:
Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver's licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account, message and customer history in Kana, and account information in Admin Tools.
Limiting customer accounts when appropriate.
Answer phone calls from Customer Service, other Operations departments, or Customer as needed
Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback.
Reviewing Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return.
Competencies
Customer Focus
Decision Quality
Problem Solving
Drive for Results
Time Management
Functional / Technical Skills
The above statements are intended to describe the general nature of work being performed
within the role. They are not intended to be construed as an exhaustive list of all the
responsibilities, duties, and skills required, nor be the entire list of behaviors or
expectations for which one may be measured upon within the performance review
process. Employees will be required to follow any other job-related instructions and to
perform any other job-related duties requested by their supervisor. Additionally, Individuals
need to be able to work any shift within a 24 hour period Monday through Sunday.
Basic Skills Required
Fluent German & English
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers.
Strong written (email) communication utilizing proper grammar and punctuation.
Ability to function in multiple telephone and email queues covering several product lines.
Ability to learn and adapt to new software technologies Technical Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook,Word, Excel).
Minimum Experience Required
1 year Customer Service experience.
High School Diploma or equivalent Required
Six months experience in one or more of the following areas: Fraud Investigation, Card Issuing or Merchant Acquiring Credit Card business, Accounting, Finance, Chargeback Processing, or ACH
processing.
Experience applying Visa and MasterCard Regulations for dispute resolution, is preferred
Bachelors Degree or equivalent work experience Preferred
Benefits (Dublin)
Medical insurance (VHI)
Life Insurance & Disability Insurance
Pension (contributory)
25 days holiday
Sabbatical after 5 years
Free gym on-site
Free parking
Subsidised canteen and coffee dock.
Subsidised shuttle bus from Dublin city centre (OConnell St)
Monthly Reward & Recognition programme.
Very active Sports & Social Club (Tag Rugby teams, staff nights out, annual staff parties etc)
Annual Family Day Barbeque
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
As a Chargeback Agent, you will be responsible for working chargeback's initiated by buyers through their credit card company. This will require you to use discretionary decision making skills in reversing funds and limiting access to accounts in order to minimize or prevent loss. It's critical that a Chargeback Agent has a thorough understanding of Seller Protection and knowledge of the chargeback process, including card scheme regulations
and/or ACH Returns. A Chargeback Agent has excellent interpersonal skills and is able to handle multiple queues & customer inquiries at once.
Core Duties:
Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver's licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account, message and customer history in Kana, and account information in Admin Tools.
Limiting customer accounts when appropriate.
Answer phone calls from Customer Service, other Operations departments, or Customer as needed
Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback.
Reviewing Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return.
Competencies
Customer Focus
Decision Quality
Problem Solving
Drive for Results
Time Management
Functional / Technical Skills
The above statements are intended to describe the general nature of work being performed
within the role. They are not intended to be construed as an exhaustive list of all the
responsibilities, duties, and skills required, nor be the entire list of behaviors or
expectations for which one may be measured upon within the performance review
process. Employees will be required to follow any other job-related instructions and to
perform any other job-related duties requested by their supervisor. Additionally, Individuals
need to be able to work any shift within a 24 hour period Monday through Sunday.
Basic Skills Required
Fluent German & English
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers.
Strong written (email) communication utilizing proper grammar and punctuation.
Ability to function in multiple telephone and email queues covering several product lines.
Ability to learn and adapt to new software technologies Technical Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook,Word, Excel).
Minimum Experience Required
1 year Customer Service experience.
High School Diploma or equivalent Required
Six months experience in one or more of the following areas: Fraud Investigation, Card Issuing or Merchant Acquiring Credit Card business, Accounting, Finance, Chargeback Processing, or ACH
processing.
Experience applying Visa and MasterCard Regulations for dispute resolution, is preferred
Bachelors Degree or equivalent work experience Preferred
Benefits (Dublin)
Medical insurance (VHI)
Life Insurance & Disability Insurance
Pension (contributory)
25 days holiday
Sabbatical after 5 years
Free gym on-site
Free parking
Subsidised canteen and coffee dock.
Subsidised shuttle bus from Dublin city centre (OConnell St)
Monthly Reward & Recognition programme.
Very active Sports & Social Club (Tag Rugby teams, staff nights out, annual staff parties etc)
Annual Family Day Barbeque
Due to the volume of applications we receive for our job postings, we are unable to respond personally to telephone and email inquiries regarding the status of an application. Only candidates being considered for interview will be contacted at this time.
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