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Account Manager
Ref No.: 18-03521
Location: Ashburn, Virginia
Job Title: Fraud Analyst / Client Support Specialist
Job Location: Ashburn, VA
Job Duration: 12 Months contract

Job Description:

This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.

The main function of an account manager is to manage the operational service and support needs for Visa member banks and associations in a help desk environment.

• High School Diploma or GED required
• 2-4 years financial services related experience required; credit/debit card experience preferred
Major Job Duties and Responsibilities
• Providing information and direction for customers regarding VisaNet services, operating rules, integrated billing, and general authorization and chargeback transaction research
• Approve the resolution of customers' service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills
• Act as escalation point for clients/customers
• Approve the referral of unresolved customer grievances to designated departments for further investigation
• Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
• Solicit sale of new or additional services or products
• Report on help desk activities to executive level management

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required)
• Strong ability to work independently and manage one's time (Required)
• Strong ability to accurately document and record customer/client information (Required)
• Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required)
• Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)