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Disputes & Chargebacks Investigator
Jaja Finance. Manage incoming calls, emails, and live chats to own and resolve customer dispute inquiries .
About the role
Key responsibilities & impact- Manage incoming calls, emails, and live chats to own and resolve customer dispute inquiries
- Provide accurate information about products and services
- Address customer problems, complaints, and queries
- Maintain and update customer records and accurately document interactions
- Follow up on customer queries
- Communicate clearly with customers to understand needs and manage expectations
- Collaborate with team members and other departments to escalate complex issues and improve service delivery
- Gather and share customer feedback to improve products, services, and processes
- Follow company processes, legal and regulatory guidelines, and quality assurance standards
- Work to agreed SLAs and make process improvement recommendations with the Team Manager
Requirements
What you’ll need- Proven call centre experience in dynamic call centre environments
- Proven Disputes & Chargeback experience, including claims investigation skills
- Solid background in the financial services sector
- Outstanding verbal and written communication abilities
- Ability to thrive in fast-paced, ever-changing environments
- Strong organizational and time-management skills
Benefits
Comp & perks- Competitive salary
- Pension contributions, including Salary Exchange facility
- Annual bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays
- Additional annual leave day for each full calendar year worked, up to a maximum of 30 days
- Birthday off each year as an additional day's leave
- 4x life insurance cover
- Option to join the company health insurance programme, provided by Vitality
- Confidential Employee assistance programme