Card Dispute Specialist

About us and our team 

Does working at one of Europe’s largest fin-tech companies sound interesting to you? Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe? If so, you are in the right place! Nets is part of the Nexi group. As a group, we come from the merger and integration of Nexi, Nets and Sia; with a presence in more than 25 countries, more than 10,000 employees across Europe and experience on the market for more than 80 years. We provide limitless growth opportunities for our employees.

About your future role

Are you passionate about problem-solving and providing excellent customer service? We're looking for a detail-oriented 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 or Danish and English (speaking and writing). 
• Experience handling customer applications and administrative tasks in a professional, positive, effective way.
• 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: Batchelor or similar would be an asset.
• Experience in customer service or BPO environments.
• 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.

Benefits:

• Work from home
• 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