Dispute Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on charge backs for use by the company in identifying patterns and improving overall customer service.

• Researches, processes, and resolves chargeback/reversal requests for 15 or more dispute reason codes and 2 or more supported card brands by utilizing established processes in a multi-client/system environment and adhering to association regulations. Gathers and analyzes cardholder and/or merchant account transactions to determine if the disputed transactions are covered under federal regulations, organizes supporting information, and applies appropriate credit/debit adjustments to accounts based on the final result of arbitration.
• Prepares and assists less experienced Chargeback Specialists with the preparation of case documentation, to include organizing supporting documentation and compiling additional data necessary to further the case. Often trains Level I agents on document preparation via side-by-side sessions.
• Develops a familiarity with all existing work queues and actively works almost all types of queues. Segments pending requests from various work queues into the appropriate work flow based on request type and complexity.
• Begins to develop an advanced knowledge of multiple card brands (i.e. Visa/MasterCard/Discover/Amex) and federal regulations governing credit card chargebacks and reversals through training and online research of regulations and adhering to department processes and procedures.

Minimum Qualifications

• High School Diploma or Equivalent

Preferred Qualifications

• 2-4 years related work experience handling dispute resolutions throughout the association lifecycle.

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Skills / Knowledge - Working knowledge of association and card industry regulations

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact