Client Account Research Associate

3 weeks ago

Coventry, Coventry, United Kingdom TSYS Managed SVCS EMEA, LTD (GB) Full time

At TSYS Managed SVCS EMEA, LTD, we empower millions of individuals to facilitate financial transactions between buyers and sellers through our innovative payment solutions encompassing credit, debit, prepaid, and merchant services. Our global workforce supports over 3 million businesses, more than 1,300 financial institutions, and over 600 million cardholders, enabling them to thrive and achieve remarkable outcomes. We are fueled by our commitment to excellence and take pride in delivering top-tier payment technology and software solutions. Become a part of our vibrant team and contribute to shaping the future of payment technology.

Role Overview

The Client Account Research Associate is responsible for investigating and addressing customer inquiries through various communication channels regarding cardholder and corporate accounts, ensuring adherence to client, regulatory, and Association standards. This role requires a comprehensive understanding of banking products and services to effectively research, update, and document cardholder accounts. The associate will identify potential fraud, credit, collection, and chargeback concerns and escalate them to the relevant department.

Key Responsibilities

  • Develop familiarity with client offerings while assisting with routine updates and documentation (e.g., name/address modifications, returned correspondence, etc.) of cardholder and corporate accounts. Adhere to client protocols to validate dispute reports from relevant credit bureau systems as instructed.
  • Gain insight into and assist with identifying the nature of cardholder requests that may involve potential fraud, credit, collection, or chargeback issues, and escalate these matters to the appropriate department for resolution. Manage incoming mail by reviewing, sorting, digitally scanning, and distributing it for necessary action as directed.
  • Comply with established client standards, policies, procedures, regulations, and Association (Visa, MasterCard, etc.) requirements as learned through training, reference materials, and various software tools to prevent violations and potential financial repercussions.

Qualifications

Minimum Requirements

  • High School Diploma or Equivalent
  • Typically No Relevant Experience Required

Preferred Qualifications

  • None Identified

Desired Skills and Competencies

  • Skills / Knowledge: Acquires and applies job skills while learning company policies and procedures to complete assigned routine tasks.
  • Job Complexity: Engages in assignments that are routine to semi-routine in nature, requiring limited decision-making outside of established processes, while recognizing the need for occasional deviations from accepted practices.
  • Supervision: Generally receives detailed instructions and adheres to established procedures for all tasks, requiring guidance on all assignments. Works under close supervision.
  • Computer Skills: Proficient in relevant software applications, including Lotus Notes, Global Payments Applications, onBase, Microsoft Office, Credit Bureau systems, and client websites.
  • Communication Skills: Engages in frequent written and verbal communication with cardholders, clients, and vendors.
  • Industry Knowledge: Possesses strong knowledge of government regulations, client policies, and Association compliance.

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