Sr Specialist RGS-Bilingual Guest Relationship Rep

JOIN US AS A SENIOR BILINGUAL GUEST SPECIALISTSimilar Industry Titles and Key Words: Financial Services and Call CentersAssisting our guests, including Spanish speaking guests, efficiently and effectively by handling calls with high quality and professionalism, while achieving performance and service goals. Establishing relationships with guests by making strong connections and adding unexpected value to each guest experience in order to enhance and deepen guest relationships, drive guest loyalty and increase sales. Providing a Target branded guest experience for Target MasterCard, Target Card and Target Check Card retention, disputes acquisition initiatives credit services, check and credit authorizations. Handling escalated guest calls related to credit issues. Acting as a liaison among Target cardholders, issuers, stores, and other merchants. Reviewing Target REDcards for suspicious fraudulent activity and preventing additional FRS and Target Corporation losses. Supporting internal credit departments and Assets Protection as a contact point. Thoroughly researching assigned transaction and payment disputes cases in a timely and efficient manner and ensuring they are resolved according to MasterCard guidelines, internal procedures, and federal regulations. Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. As a Senior Bilingual Guest Specialist, you'll take the lead by...Supporting all previously acquired skills as well as other call center functions.Receiving and processing guest contacts requesting account closure. Facilitating dialog to understand closure reason and based on risk assessment presenting the appropriate retention offer tools to retain the guest relationship.Handling escalated guest calls to actively address and resolve guest issues and concerns. Ability to go beyond the guest's initial question or concern and promote credit/retail related information and products. Capturing guest verbatim comments when appropriate.Handling calls from past due cardholders to negotiate payment arrangements and solutions.Developing a strong and complete understanding of policies and procedures and supporting compliance when handling Target MasterCard, Target Debit Card and Target Card guest service calls.Providing support for incoming service and authorization calls for Target REDcard by using on-line resources, including but not limited to QuickSource, electronic journal, pharmacy rewards and Target.com web based applications to assist and resolve guest issues. Ensuring disputes are documented and resolved in accordance with federal guidelines, Visa guidelines and Target internal policies. Accurately processing time sensitive work regulated by Regulations Z and Regulation E.Maintaining department performance expectations and goals related to overall performance. Exhibiting Leadership Expectations on a daily basis. Providing team members assistance, training, and mentoring as needed.Owning the ability to quickly adapt to changing business needs while supporting new and existing projects and initiatives to better serve our guests.Demonstrating knowledge of and adhering to Target Corporation policies and guidelines, credit systems, state and federal laws, rules and regulations governing credit and collections. Reviewing and restricting accounts from further credit fraud losses from a wide variety of sources (Assets Protection, Credit Teams, Credit systems (Authorizations, TSYS) and Fraud detection systems (CardGuard, IVR, ACAPS, Scorecards, etc.)Demonstrating high degree of problem solving skills by making suggestions for handling exceptional account situations including: bankruptcy, CCC, deceased, legal, fraud, and billing disputes.Understanding, articulating, and maintaining a thorough knowledge of Visa regulations, federal regulations and Target internal guidelines as related to all dispute resolution work types including payment and transaction disputes, SafetyNet and Fraud. Utilizing all resources available to research and resolve billing issues relating to payments. Accurately processing time sensitive work regulated by Regulation Z and Regulation E.Evaluating transaction detail to process chargebacks and account and financial adjustments.RequirementsHigh School diploma or GED 1 year call center experience, guest service and credit experienceMastering required skill sets of previous levels, using solid negotiating and active listening skills that drive for resultsEffectively dealing with difficult guests, while consistently demonstrating a positive attitude, relating well to others and acknowledging others accomplishmentsCommunicates effectively by conveying verbal & written information clearly and conciselySolves problems by using common sense and ability to go beyond the guest's initial question or concern and promote credit/retail information and productsAbility to use various computer systems to answer questions, identify/solve problems in a fast-paced, rapidly changing, team environment with strong attention to detailIf interested, please apply online at https://track.talentbrew.com?jobmediaid=198699&typeid=1