- Case Handling
- Work assigned dispute cases from intake to outcome within the turnaround time set for the queue
- Review transaction detail account activity and any documents the customer has provided against the checklist for that claim type
- Confirm the claim type third party fraud first party customer involved fraud unauthorized use or merchant dispute using the indicators set out in procedure and the wider evidence on the file
- Apply the eligibility criteria and network timelines to reach the outcome accept reject submit or escalate
- Request further information from the customer where it is needed to close a gap in the evidence and be specific about what is being asked for and why
- Judgement and Decisioning
- Weigh conflicting partial or unverifiable evidence and reach a defensible position where the file does not produce a clean answer
- Distinguish third party fraud from first party involvement using transaction device merchant and account behaviour patterns not the customer s account of events alone
- Recognise when a case sits outside the fact pattern the procedure anticipated and reason from the underlying principles network rules liability allocation and evidence standards rather than forcing the case into the nearest template
- Test the claim narrative against the record look for what does not fit and follow it rather than confirming the first plausible read
- Separate a case that is hard from a case that is out of scope
- Work the first
- Escalate the second with a clear statement of the question being asked
- Chargeback Processing
- Prepare and submit eligible chargebacks under the correct reason code within network deadlines
- Move cases through representment pre arbitration and arbitration as each deadline comes due
- Record evidence case notes and the reasoning behind the decision in full what was considered what was ruled out and why so that a reviewer can follow the file without asking questions
- Escalate cases above the agent s authority limit or where a policy decision is required to the Team Leader
- Customer Outcomes and Feedback
- Give the customer the outcome and next steps in explicit written English using approved templates
- Stay professional and measured on contested and declined claims
- Flag repeat claimants unusual merchant activity and emerging patterns that the current procedure does not account for
- Raise errors gaps and ambiguity in the procedure to the Team Leader with a view on what the rule should be