Research Specialist

The research specialist will promptly research consumer dispute claims by reviewing account documentation, transaction records, and client communications in the client systems.

Job Summary

The research specialist will promptly research consumer dispute claims by reviewing account documentation, transaction records, and client communications in the client systems. Based on the investigation results, the investigation analyst will take action by utilizing resource tools and respond accordingly.

Essential Functions:

• Conduct investigations surrounding consumers' dispute claims. This includes, but is not limited to, reviewing account notes, requesting Validation of Debt (VOD), sending escalation to clients, etc.
• Run reports from the different portals to initiate investigations.
• Respond promptly via email to disputes received from internal departments outlining dispute findings.
• Complete necessary escalation to ensure that consumer disputes are responded to within a specific timeframe.
• Provide relevant and timely information to immediate management and peers.
• Demonstrate the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Effective in initiating changes, adapting to necessary changes from old methods when they are no longer practical.
• Identifying new methods and generating improvement in facility's performance.
• All other duties as assigned.

 Minimum Qualifications & Requirements

• Minimum of 1 year of experience performing quality assurance in a call center environment.
• At least 4 CXC/GCE subjects including Mathematics and English
• Must be able to speak, read and write English fluently
• Must be able to actively listen to calls for long periods of time and effectively communicate and disseminate feedback to immediate superiors
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Exceptional communications skills required
• Ability to work with Microsoft Office Programs
• Professional demeanor, dependable, and able to maintain confidential information.
• Exceptional attendance record 

ALL APPLICANTS MUST BE ABLE TO PASS A DRUG TEST AND CRIMINAL BACKGROUND CHECK 

ALL APPLICANTS MUST BE ABLE TO OPEN AN ACCOUNT WITH NATIONAL COMMERCIAL BANK