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Transaction Support Rep

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Customer Support
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Join Us as We Make Possibilities Happen
 

Every action we take as 1ACI redefines what’s possible. As Innovators, we Envision possibilities. As Developers, we Build possibilities. As Leaders, we Empower possibilities.

At ACI, we’re not just driving payments at the speed of change.

We’re Making Possibilities Happen.

 

Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Transaction Support Rep in Chantilly, VA you can help make possibilities happen.


Summary:

Business-essential role that conducts payment investigations and processes chargebacks per established productivity and service quality standards. Communicates with internal and external resources including but not limited to account managers, consumers, clients, billers and third party vendors, verbally and in writing. Resolves escalated and non-escalated investigations within required timeframes. Uses multiple applications to log all activities. Makes necessary updates to consumer account information to prevent future payment problems.  Negotiates payment or removal of fees and addresses other negative consequences on consumer accounts. Detects and escalates trends that may require review at a higher level. 


Responsibilities:
  • Research and resolve payment investigations, chargebacks and/or payment returns resulting from payments made through our bill pay service, within required timeframes and per defined productivity and service quality standards
  • Use multiple systems, applications and procedures to accurately resolve issues, identify root cause and prevent reoccurrence
  • Communicate verbally and in writing with consumers, clients, billers and third party vendors as required to research and resolve payment issues
  • Resolve escalated issues within required timeframes
  • Negotiate and address negative impacts including but not limited to late fees assessed to consumer accounts by third parties and removal of information reported to a credit bureau
  • Enhance organizational reputation by meeting or exceeding published service quality metrics and reporting trends to mitigate impact of identified issues that may affect multiple clients or consumers
  • Cross train to support other functions within the department as business needs require, including during business continuity events
  • Perform other duties as assigned
  • Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Minimum Requirements:

  • High School diploma or equivalent.
  • 1-2 years of Call Center, Customer Service, Banking, Accounting, Claims Resolution, Collections or similar experience.
  • Good communication and negotiation skills.
  • Ability to work under pressure and meet productivity standards and SLAs in a fast paced environment
 

Preferred Skills:

  • Experience in banking or payments industry
 

Benefits:  In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

 

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com.

 

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.



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