JOB DESCRIPTION

Job Title: Senior Business Analyst (Disputes Chargeback Acquiring Team)
Location: London
Travel/Relocation/Remote: Hybrid
We are looking for a Senior Business Analyst to join our team, where you’ll play a crucial role in supporting our business operations. Your responsibilities will include professionally handling calls, addressing queries and concerns, and efficiently managing disputed transactions. You will also contribute to maintaining high service standards, fostering strong relationships with colleagues and clients, and driving continuous improvement within the team.

REQUIREMENTS:

• Confidence in managing challenging conversations effectively.
• Previous customer service experience.
• A solid understanding of payment processes.

• Provide exceptional customer service by addressing questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaborate with teams across the bank to align, promote, and integrate customer care initiatives.
• Manage and maintain accurate customer records and documentation.
• Participate in training and development initiatives to enhance customer service skills and knowledge.
• Identify industry trends and developments to implement best practices in customer care.
• Handle escalation requests to the relevant team or senior management promptly.
• Execute customer service activities through various communication channels, including chat, email, and phone.