Are you passionate about problem-solving and providing excellent customer service? We're looking for a detail-oriented Junior Card Dispute Specialist to handle case investigations, customer communications, and collaborate with various internal teams. If you have a knack for translating communications, maintaining compliance, and supporting process improvements, this is the perfect opportunity for you!

Your key tasks and responsibilities are:

• Case Handling & Problem-Solving:
• Manage case handling and normal production tasks.
• Handle errors, perform corrections, and investigate root causes.
• Translate local language communications to English.
• Handle customer communications and support via email and/or telephone according to KPIs and agreed SLAs.
• Support customers in minimizing losses related to third-party fraud with payment cards.
• Report incidents in your area and maintain compliance in all actions.

Documentation & Compliance:

• Document work accurately in various IT systems, maintaining the four-eye principle where necessary.
• Participate in audits as a process specialist and deliver required data.
• Maintain general knowledge of the service environment, including card scheme rules (both domestic and international) and merchant agreements.
• Ensure compliance with all relevant regulations and organizational policies.

Stakeholder Cooperation:

• Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments.
• Coordinate with vendor partners to ensure seamless service delivery.

Team Collaboration & Development:

• Cooperate with team members and assist with ad hoc tasks.
• Assist and support other team members, including training when applicable.
• Participate in agreed projects and development tasks as determined by the manager.
• Provide input on process development tasks and other initiatives within the area.
• Contribute to workflow changes and process improvements.

Knowledge & Skill Development:

• Acquire and maintain in-depth knowledge of organizational products and processes within the service area.
• Utilize and stay updated on IT tools and systems used in work processes.
• Demonstrate the ability and motivation to cross-train and multi-skill in other tasks as required.
• Maintain a commitment to organizational goals and a can-do attitude.

Additional Responsibilities:

• Perform any other functions requested by management.

What makes you the best person for this job?

Your qualifications include:

• Fluent in German and English (speaking and writing). Proficiency in French or Italian is a plus.
• Experience handling customer applications and administrative tasks in a professional, positive, effective way would be an asset.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks.
• Previous experience with payment products/card industry or services would be an asset.
• Relevant educational background, Financial, Commercial, legal. Level: Batchelor or similar would be an asset.
• Experience in customer service or BPO environments would be an asset.
• Good communication, cooperation, and networking skills.
• Positive attitude and high work ethic.
• Ability to organize and prioritize tasks effectively.
• Ability to adapt to change, showing flexibility and resilience.
• Analytical mindset and strong problem-solving skills.
• Proficient in IT (MS Office 365).
• Team player with an understanding that teamwork is essential for success.
• Commitment to maintaining compliance in all actions.