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CTG Lead Specialist in Independence, Missouri

Lead Specialist

United States


Information Technology

6 days agoPost Date

21200845Requisition #

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Apply with CTG for this exciting opportunity!

Job Title: Lead Specialist

Duration: 6 months

Location: Remote -work from home

The Lead Specialist is primarily focused on execution of moderate processing work following defined procedures with some expansion to complex issues based on development. The Lead Specialist is also responsible for moderate operational and/or administrative work requiring decision-making and will escalate issues as needed.

Essential Job Functions:

  • Performs research of customer disputes regarding electronic transactions including ACH, Credit Card, Debit Card, ATM/PIN and Internet Banking/Bill Pay using a variety of systems

  • Responsible for issuing provisional credit, processing chargeback’s, processing letters and handling incoming re-presentments and arbitration cases

  • Ensure compliance with Regulations E and Z while working claims

  • Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions for filing, recording, processing, servicing, and/or organization of documentation associated with the fraud and dispute process

  • Reviews and ensures proper documentation and procedures are used for moderate activities

  • Identifies and resolves moderate issues by following established guidelines

  • Refers more complex problems to senior level or supervisor

  • Will provide service in relation moderate complex dispute claims/ inquiries, service requests, suggestions and complaints from customers

  • Is fully proficient in duties while working under moderate to limited supervision

  • Will take customer calls of inquiries related to the dispute process

Competencies / Skills:

  • Understand assignments and complete work independently without requests for repeated direction

  • Understand basic process flows and upstream & downstream impacts

  • Require limited manager intervention between assignment and delivery

  • Recognize, own and learn from mistakes

  • Open minded and adaptable to new ideas in a changing environment

  • Exceptional attention to detail

  • Ability to work under pressure and meet deadlines

  • Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges

  • Proven ability to handle processing functions independently

  • Proven ability to handle high transaction volumes accurately and meet production goals

  • Team building, interpersonal, and relationship building skills

  • Proven strong verbal/written communication and interpersonal skills

  • Good judgement and decision-making skills, basic leadership skills

  • Ability to identify issues and demonstration of basic analytical, research and problem resolution skills

  • Moderate knowledge of banking policies, procedures, government regulations

  • Ability to perform moderate scheduled and non-scheduled maintenance functions

  • Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently

  • Proficient in Microsoft Office applications

  • May train or assist in training new staff

  • Ability to work with minimal supervision in decision making

Mandatory Skills:

  • 1+ years of experience in an operations role

  • High School Diploma or equivalent work experience required. College degree preferred

To Apply:

To be considered please immediately apply to this requisition using the link provided.

CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses.

CTG (NASDAQ: CTG) has developed a reputation for responsiveness and reliability - traits that our clients say set us apart - since our founding in 1966. As one team, we create and deliver information and technology solutions that make our clients more successful and cultivate a workplace that attracts and develops the best people. Our vision is to be an indispensable partner to our clients and the preferred career destination for information and technology experts. CTG has operations in North America, South America, Western Europe, and India and regularly posts news and other important information online at www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Documentation Management

  • Education Level: High School Diploma/GED (±11 years)

  • Work Remote: No

  • Travel: No