SIA Group is a European leader in the design, creation and management of technology
infrastructures and services for Financial Institutions, Central Banks, Corporates and the
Public Sector, in the areas of payments, cards, network services and capital markets,
providing services to over 50 countries.
For our Operations in Greece we currently are looking for a Contact Center Specialist
in order to strengthen our Back Office Department.
The jobholder will be responsible for :
Investigates consumers’ disputes and communicates with information source to verify accuracy of reported information and takes appropriate action to resolve the consumer dispute
Validate appropriate data from internal and third party systems and ensure appropriate course of action is being pursued
Monitor disputed transactions for possible fraudulent activity
Meets performance standards, e.g., accuracy audits, phone monitor results, quality standards, and adherence to required timelines.
Respond fully, accurately, according to agreed SLAs to consumer and merchants requests by researching and investigating information contributed by financial institutions and taking appropriate actions
Communication with Domestic and International organisations (Visa, MasterCard, Amex) in regards to management of disputed transactions
Responsible for entering the required data into the relative information systems and generating ad hoc reports and data analysis
Handle escalated consumer phone calls and resolve issues.
Provide guidance, coaching, and mentoring to less experienced associates