Job Description

Role Summary/Purpose: Are you the first one to figure out a mystery Are you good at digging in to understand the facts and finding solutions Customer Solutions has a job for you! As Billing Disputes Intake Chat Support, you will research in detail on customer inquiries using problem solving and critical thinking skills to find the best solutions. This could involve gathering more information, looking through documentation and utilizing your logical reasoning skills. Essential Responsibilities: Investigate and resolve customer dispute/re-dispute cases and merchant re-presentments, utilizing job aids to ensure regulatory adherence. Utilize problem solving, research, and critical thinking skills to put together a holistic view of each dispute and find the best resolution, balancing the needs of the customer, merchant, and the business. Provide the best resolution/status update for the Intake team on a real-time basis using Billing Dispute applications as applicable Understand and comply with numerous state and federal regulatory requirements, client contract agreements, and Synchrony operations procedures. Work with associations (Visa, MasterCard, etc.), customers, and merchants to request and analyze appropriate documentation. Utilize numerous computer systems (Workstation, FDR, I2R, AFP On Demand, Doc Direct, IDPN, Genius, Support Central, VROL, MasterCom, Gap Sig, Lowes Link, etc.) to investigate cases, ensuring all necessary documentation and tracking are completed. Proactively identify opportunities for improvement and work with management to develop and execute effective action plans. Follow-up on all cases in a timely manner and seek assistance for all one-off cases that are not covered in job aids. Consistently meet or exceed monthly performance metrics. Perform any applicable Customer Solutions duties as assigned. Half day Dispute processing and half day chat support. Qualifications/Requirements: Must have completed 10+2 or Graduation in any discipline Minimum 2+ years of experience researching and resolving Billing disputes. Minimum 3 most-recent consecutive months meeting or exceeding all performance metrics. Should be open to work in shifts/rotational offs as per business requirement (Primarily 9 AM - 6 PM EST) For Internal Applicants : Understand the criteria or mandatory skills required for the role, before applying. Inform your Manager or HRM before applying for any role on Workday. Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible. Desired Characteristics: Proven ability to thoroughly understand and research problems, and choose correct resolution path based upon gathered facts Outstanding written and oral communications skills able to describe complex issues using simple and correct grammar and diction Demonstrated basic PC skills (i.e. Typing, Microsoft Word and Excel, web application navigation) Strong knowledge of key Synchrony systems including Workstation, FD, I2R, Genius, IDPN, AFP Ability to work independently, manage multiple tasks/priorities, and consistently meet aggressive deadlines in a fast-past environment Ability to apply strategic thinking toward tactical execution Flexibility with work schedules and assignments Customer Service Operations

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