A través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la individualidad se nota y valora todos los días. **Job Title:** Credit card refund Processing Supervisor **Job Summary** We are seeking a highly skilled Credit card refund Processing Supervisor to lead and manage our credit card refund processing team. This role involves overseeing the efficient handling of credit card refund claims, driving process improvements, and ensuring compliance with card network regulations and organizational policies. The Supervisor will be responsible for guiding and supporting team members to achieve performance goals, resolving disputes efficiently, and contributing to the overall improvement of the credit card refund process. The ideal candidate will have strong leadership skills, a solid background in dispute resolution, and the ability to foster operational excellence. The Disputes Department is responsible for managing fraud, non-fraud, IDCK, and non-card alerts related to credit card, debit card, and check transactions. The Supervisor will also be responsible for preventing potential losses, training and mentoring the team, and working cross-functionally to streamline processes and improve efficiency. **Key Responsibilities** + Supervise, mentor, and manage a team of credit card refund processing associates and team leads to meet performance targets and deadlines. + Monitor and manage the team workload, ensuring tasks are assigned effectively and disputes are resolved promptly. + Conduct regular team meetings to review performance metrics, discuss updates, and address challenges. + Provide training and guidance to team members on credit card refund processes, tools, and best practices. + Oversee the end-to-end credit card refund process, ensuring adherence to card network guidelines (Visa, Mastercard, etc.) and organizational policies. + Escalate complex or high-risk disputes to appropriate stakeholders for timely resolution.Analyze credit card refund trends and collaborate with leadership to implement strategies to minimize losses and improve success rates. + Identify inefficiencies in the credit card refund process and propose improvements to optimize workflow. + Collaborate with internal departments (e.g., Customer Service, Finance, IT) to streamline processes and improve communication. + Monitor and enforce adherence to service level agreements (SLAs) and key performance indicators (KPIs). + Prepare and present periodic reports on credit card refund metrics, team performance, and trends to senior management. + Analyze credit card refund data and provide actionable insights to enhance fraud prevention and dispute resolution strategies. + Ensure accurate and consistent recordkeeping of credit card refund cases and supporting documentation. + Stay updated on changes in credit card refund rules and regulations, and communicate these updates to the team. + Handle escalated calls and manage complex issues, ensuring customer satisfaction and timely problem resolution. + Ensure compliance with Guatemala regulations, including IGSS suspensions, salary payment issues, and handling disciplinary actions when necessary. **Key Skills and Competencies** + Strong ability to motivate and manage a team effectively to achieve goals and maintain high performance. + Expertise in analyzing credit card refund data, identifying trends, and developing solutions to improve credit card refund management. + Proven ability to handle complex disputes and balance customer satisfaction with organizational objectives. + Excellent communication skills (verbal and written) to interact with internal teams and external stakeholders. + High level of accuracy and attention to detail when reviewing documentation and resolving disputes. + Advanced proficiency in Microsoft Excel, ERP systems, and credit card refund/dispute management software. + Strong organizational skills to manage multiple tasks and prioritize effectively in a fast-paced environment. **Qualifications and Experience** + Degree not required, nevertheless, studies in finance, accounting, business administration, or a related field are highly preferred. + 3-4 years of experience in credit card refund processing, payment disputes, or related operations, with at least 1 year in a supervisory role. + In-depth knowledge of card network regulations (Visa, Mastercard, AMEX, etc.) and the credit card refund lifecycle. + Experience in fraud prevention, dispute resolution, and process improvement initiatives.Proven leadership skills with the ability to manage and develop a team effectively. **Job Requirements** + Fluent in English, both written and verbal, with professional communication skills. + Ability to read, write, and verbally communicate proficiently in English. + Strong numerical ability and understanding of accounting principles related to credit card refunds. + Proven experience in managing client complaints, particularly in credit card refund or dispute situations. + Experience in accounting, with a focus on credit card refunds or fraud prevention. + Knowledge of fraud and non-fraud claims, credit card refund regulations, and best practices in the industry. + Familiarity with debit/credit card and check transactions, including identifying fraud activity. + In-depth understanding of legal requirements related to fraud and credit card refunds. + High school diploma or GED, with some college education required. + Ability to work under pressure, manage competing priorities, and ensure high accuracy rates in a fast-paced environment. + Proficiency in Microsoft Excel, Word, and other relevant office applications. + Proficiency in using dispute management or credit card refund software. + Strong leadership capabilities to guide and develop a high-performing team. **Additional Information:** + Work Hours: 8 AM EST to 5 PM ES + Weekend work may be occasionally required. + U.S. holidays will be observed; however, depending on the work volume or operational needs, working on these days may be required. Conduent es un empleador que ofrece igualdad de oportunidades y considera solicitantes para todos los puestos sin distinción de raza, color, credo, religión, ascendencia, origen nacional, edad, identidad de género, expresión de género, sexo/género, estado civil, orientación sexual, discapacidad física o mental. , condición médica, uso de un perro guía o animal de servicio, condición de militar/veterano, condición de ciudadanía, base de información genética o cualquier otro grupo protegido por la ley. Las personas con discapacidades que necesitan una adaptación razonable para solicitar o competir por un empleo en Conduent pueden solicitar dicha adaptación haciendo clic en el siguiente enlace, completando el formulario de solicitud de adaptación y enviando la solicitud utilizando el botón "Enviar" en la página parte inferior del formulario. Para aquellos que utilizan Google Chrome o Mozilla Firefox, descargue el formulario.primero: haga clic aquí para acceder o descargar el formulario (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . tu también puedes haga clic aquí para acceder a la Política de adaptaciones ADAAA de Conduent (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _En Conduent, valoramos la salud y la seguridad de nuestros asociados, sus familias y nuestra comunidad. Según nuestros protocolos actuales, no exigimos la vacunación contra el COVID para la mayoría de nuestros trabajos en EE. UU., pero es posible que le solicitemos que proporcione su estado de vacunación contra el COVID, cuando lo permita la ley._