Junior Card Dispute Specialist - German speaking

Are you passionate about problem-solving and providing excellent customer service? We're looking for a detail-oriented Junior Card Dispute Specialist to handle case investigations, customer communications, and collaborate with various internal teams. If you have a knack for translating communications, maintaining compliance, and supporting process improvements, this is the perfect opportunity for you! 

Your key tasks and responsibilities are: 

Case Handling & Problem-Solving: 

• Manage case handling and normal production tasks. 
• Handle errors, perform corrections, and investigate root causes. 
• Translate local language communications to English. 
• Handle customer communications and support via email and/or telephone according to KPIs and agreed SLAs. 
• Support customers in minimizing losses related to third-party fraud with payment cards. 
• Report incidents in your area and maintain compliance in all actions. 

Documentation & Compliance: 

• Document work accurately in various IT systems, maintaining the four-eye principle where necessary. 
• Participate in audits as a process specialist and deliver required data. 
• Maintain general knowledge of the service environment, including card scheme rules (both domestic and international) and merchant agreements. 
• Ensure compliance with all relevant regulations and organizational policies. 

Stakeholder Cooperation: 

• Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments. 
• Coordinate with vendor partners to ensure seamless service delivery.

Team Collaboration & Development: 

• Cooperate with team members and assist with ad hoc tasks. 
• Assist and support other team members, including training when applicable. 
• Participate in agreed projects and development tasks as determined by the manager. 
• Provide input on process development tasks and other initiatives within the area. 
• Contribute to workflow changes and process improvements.

Knowledge & Skill Development: 

• Acquire and maintain in-depth knowledge of organizational products and processes within the service area. 
• Utilize and stay updated on IT tools and systems used in work processes. 
• Demonstrate the ability and motivation to cross-train and multi-skill in other tasks as required. 
• Maintain a commitment to organizational goals and a can-do attitude.

Additional Responsibilities: 

• Perform any other functions requested by management.
  

Your qualifications include: 

• Fluent in German and English (speaking and writing). Proficiency in French or Italian is a plus. 
• Experience handling customer applications and administrative tasks in a professional, positive, effective way would be an asset.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks. 
• Previous experience with payment products/card industry or services would be an asset. 
• Relevant educational background, Financial, Commercial, legal. Level: Bachelor or similar would be an asset. 
• Experience in customer service or BPO environments would be an asset.
• Good communication, cooperation, and networking skills. 
• Positive attitude and high work ethic. 
• Ability to organize and prioritize tasks effectively. 
• Ability to adapt to change, showing flexibility and resilience. 
• Analytical mindset and strong problem-solving skills. 
• Proficient in IT (MS Office 365). 
• Team player with an understanding that teamwork is essential for success. 
• Commitment to maintaining compliance in all actions. 

• Hybrid Working
• Mobile phone/Internet subsidy
• Trainings and courses
• Sports benefits
• Entertainment events for employees 
• Medical insurance
• Pension scheme (PPK) 
• Competition Award 
• Life, accident & critical illness Insurance 
• Paid Sick Leave
• Referral bonus 
• 20/26 days of holiday