AML Compliance Specialist

Shift:Day shift

AML Compliance is responsible for researching and resolving disputes submitted to   our client’s  customer Service department. This includes but is not limited to handling inbound or outbound calls from/to Our client’s customers, CSII level Agents, or other individuals throughout the Company in order to assist in resolving a customer issue. Bilingual/Spanish helpful. 

Responsibilities: 

Resolve calls on the Dispute line regarding charge backs (disputes) 
Process disputes by researching claims, entering data in multiple databases, and contacting customers regarding the disposition of claims 
Issue adjustments for refunds and/or charges 
Assist Team Leaders and Managers as necessary 
Special projects as assigned, to include working with Risk Management/Compliance Department on needs for ID Verification, ACH Processing, etc. 
Identify opportunities for process improvements in customer service that lead to higher standard of service for  our client’s  customers. This includes tracking claims and calls to the Dispute team to identify trends and provide 180 degree feedback to trainers, team leaders or other appropriate individuals 
Assist with training as needed 

Skills/Education/Experience: 

Two years’ experience in Customer Experience; call center environment and/or charge-backs experience preferred 
High aptitude for resolving customer issues on a first call basis 
Excellent communication skills both written and verbal 
Positive / helpful attitude with both internal and external customers 
Professional demeanor 
Strong math skills 
Proficient in MS Word, Excel and Access 
Bilingual in Spanish a plus