Vantiv Disputes Specialist Inbound Customer Support in Cincinnati, Ohio

Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls. Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual, unsolvable nature to university degreed engineers in the Technical Support Engineer job family.

Applies acquired job skills and company policies and procedures to complete assigned tasks. Entry skills plus chargebacks, retreivals, Enhanced Chargebacks, debit network rules, intermedaite phone center soft-skills, strong written and verbal skills. Basic system skills and process flow knowledge. Explain decisions and outcomes to (internal & external) customers, clients and cardholders, basic Excel knowledge.

Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. Medium complexity. Requires descion-making using judgement and application of assocation rules and regulatory requirements based upon review of non-standard, cardholder-provided documentation.

Normally follows established procedures on routine work, requires instructions only on new assignments.

Typically requires a minimum of 1 - 2 years of related experience.