Dispute By Phone Analyst - Columbus - Sept 11, 2006

As a dispute by phone analyst you will research and resolve call center referrals and written merchant disputes on behalf of Chase credit card customers. In this role you perform the following functions: effectively handle incoming customer calls that involve probing the customer to better understand the dispute and determine the appropriate course of action; interact with customers and merchants to ensure the most appropriate, timely, and equitable resolution for the customer; interpret and apply MasterCard and Visa regulations for all dispute situations; and customize letters of response to customers when needed.


Self-starter with strong organizational skills.
Ability to comprehend the credit card industry and related chase policies as it pertains to resolving merchant dispute.
Ability to comprehend Visa and MasterCard guidelines and Federal Regulation Z.
Excellent verbal and written communication skills are required for frequent customer interaction.
Excellent reading comprehension and problem-solving skills.
Adaptability, dependability, and flexibility needed to keep up with changing work assignments and work schedule.
Customer-focused, understanding of individual customer needs.
Can adapt to the needs of challenging calls (ie: diffusing customer anger, negotiating with merchants).
Ability to remain professional in all circumstances to customers, merchants, and teammates.
Strong computer navigation skills and typing skills. MS Word, Excel, Eclipse, Oasis.
Multi-lingual skills a plus.
Previous merchant dispute/chargeback experience preferred.
Previous call center experience preferred.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V