Dispute specialist job description

Yardi is a global software company providing innovative property management solutions and services in every real estate market. We are focused on providing our customers with superior products and outstanding customer service. We are passionate about technology and believe work should be fulfilling and fun! We are committed to our customers, employees and the communities where we live.

We are looking for motivated, enthusiastic team players with great research and support skills to work on Yardi's Consumer Relations Team!
What you will do

* Use your strong customer service skills to handle inbound inquiries from consumers via email and phone
* Utilize your strong communication skills to help consumers navigate through the resident screening dispute process
* Be efficient and effective handle consumer interactions and navigate between multiple screens to review information
* Use your excellent attention to detail to follow processes and provide detailed accounts of consumer communications and follow up on inquiries and disputes using a CRM system
* Understand and comply with the company's resident screening practices, safeguards, policies, and legal compliance regulations, as well as protocol for all aspects of the dispute process
* Follow specific internal procedures including, but not limited to, submitting disputes to the credit bureaus and YRS vendors
* Follow-up to ensure appropriate action is taken to resolve outstanding customers' inquiries or problems
* Communicate with other departments regarding dispute status and results
* Be part of a great team and collaborate with team members to help each other achieve success
* Achieve productivity standards while maintaining the highest level of service
* Escalate unresolved consumer concerns to level two support for quick resolution

What you need to have

* 2-year degree or equivalent experience
* Minimum of 2 years of experience in direct consumer service
* Awesome written and verbal communication skills
* Proficiency in MS Office Suite and Outlook
* Phenomenal customer service skills and desire to go the extra mile
* Excellent attention to detail, organization, and the ability to prioritize effectively
* A love for details and accuracy!
* Great people skills and the ability to be personable and professional

What would be helpful to have

* Experience using a consumer service ("CRM") or sales database system
* Knowledge of the Fair Credit Reporting Act as it relates to resident screening
* Knowledge of credit reports and civil and criminal record terminology

What you get as a Yardi Employee

* A great place to work with fantastic people
* Competitive compensation
* Comprehensive benefits - Medical/dental, paid time off, sick time, paid holidays, 401(k), profit sharing, life insurance, and more!
* Compensation range $26.92/hr. - $31.25/hr.

At Yardi, we've created a team of over 8,000 employees in over 40 locations around the globe dedicated to making great real estate software products and fostering a collaborative work environment. Yardi is a place where people with a wide variety of cultural and life experiences come together to make a difference. Our corporate culture stresses integrity, respect, trust, responsibility, and fun! Come join our growing team!

All submissions for open positions should be received through Yardi's applicant portal, accessed from Yardi's corporate website.

EOE/Race/Gender/Disability/Vets

• Review customer payment transaction dispute requests and process accordingly
• Serve as an expert for any dispute-related questions from our Support team
• Monitor dispute volume, identify trends, and build out reporting
• Track force-posted transactions and initiate chargebacks as needed
• Follow up with card processor on pending investigations
• Track our chargeback success rate and identify opportunities to improve it
• Investigate third party alternatives for chargeback automation
• Monitor dispute requests for potential abuse, taking action as needed
• Work on the product for customer-facing and internal dispute processing interfaces
• Investigate tools that would make your job easier
• Write clear documentation on current processes and help train future teammates

You should:

• Have prior experience filing chargebacks via Visa or MasterCard web interfaces
• Have strong knowledge of business account chargeback and dispute rules
• Enjoy tracking data and analyzing trends
• Understand the business banking landscape and have familiarity with international activity and ownership
• Be comfortable identifying and documenting business requirements
• Thrive in a queue-based, deadline-driven environment
• Use your experience monitoring dispute activity to inform card fraud rule enhancements
• Communicate complicated concepts with efficiency and clarity, both in speech and writing
• Manage relationships with external parties with confidence and kindness
• Work with efficiency and focus
• Understand how to keep an organized, clean inbox
• Love problem solving and making teams, product, and processes more efficient
• Keep track of what you're working on even when you're working on a hundred different things
• Enjoy thinking about how to automate as much of your job as possible
• Have a strong product sense

Colorado Applicants:
Minimum full-time salary range between $64,000-$75,000 + equity + benefits.


Note:
Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired to work for Mercury in Colorado. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

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