Detalle de la Oferta

Descripción de la Oferta

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Summary

We are seeking a highly skilled Credit card refund Processing Supervisor to lead and manage our credit card refund processing team. This role involves overseeing the efficient handling of credit card refund claims, driving process improvements, and ensuring compliance with card network regulations and organizational policies. The Supervisor will be responsible for guiding and supporting team members to achieve performance goals, resolving disputes efficiently, and contributing to the overall improvement of the credit card refund process. The ideal candidate will have strong leadership skills, a solid background in dispute resolution, and the ability to foster operational excellence.

The Disputes Department is responsible for managing fraud, non-fraud, IDCK, and non-card alerts related to credit card, debit card, and check transactions. The Supervisor will also be responsible for preventing potential losses, training and mentoring the team, and working cross-functionally to streamline processes and improve efficiency.

Key Responsibilities:


Supervise and manage a team of credit card refund processing associates.
Monitor workload and resolve disputes effectively.
Conduct regular meetings to review performance metrics and address challenges.
Provide training and guidance on processes and best practices.
Oversee the end-to-end credit card refund process, ensuring compliance with card network guidelines.
Escalate complex disputes to appropriate stakeholders.
Analyze refund trends and collaborate on strategies to minimize losses.
Identify inefficiencies and propose workflow improvements.
Collaborate with internal departments to streamline processes and communication.
Prepare and present periodic reports on metrics and team performance.
Ensure compliance with Guatemala regulations and handle disciplinary actions when necessary.


Key Skills and Competencies:


Ability to motivate and manage a team effectively.
Expertise in analyzing refund data and developing solutions.
Proven ability to handle complex disputes and balance customer satisfaction with organizational objectives.
Excellent verbal and written communication skills.
High accuracy and attention to detail.
Advanced proficiency in Microsoft Excel, ERP systems, and refund management software.


Qualifications and Experience:


Preferred studies in finance, accounting, business administration, or a related field.
3-4 years of experience in credit card refund processing, with at least 1 year in a supervisory role.
In-depth knowledge of card network regulations and the refund lifecycle.
Experience in fraud prevention, dispute resolution, and process improvement initiatives.
Proven leadership skills to manage and develop a team.


Job Requirements:


Fluent in English, both written and verbal.
Strong numerical ability and understanding of accounting principles related to refunds.
Experience in managing client complaints and disputes.
Knowledge of fraud and non-fraud claims, refund regulations, and industry best practices.
Familiarity with debit/credit card and check transactions.
Understanding of legal requirements related to fraud and refunds.
High school diploma or GED