Customer Support Representative

2 weeks ago

Melbourne, Victoria, Australia ISX Financial Full time
Disputes Associate

Who we are?


ISX Financial EU Plc is an EEA/EU Electronic Money Institution licensed by the Central Bank of Cyprus and the United Kingdom's FCA.

The company provides payments, issuance of electronic money, IBAN addressable stored value accounts and KYC identity
verification services to eCommerce merchants, regulated sector businesses and consumers.

Our inhouse developed platforms allow us to deliver technology and financial services to our customers, including our app
The Group employs more than 125 staff located across our offices located in Australia, Cyprus, Lithuania, United Kingdom,
Netherlands, USA, Israel, Malta.

The role

As a Dispute Specialist, you will provide support of ISX Financials' card portfolio chargeback programs (debit, and credit). You will
investigate card holders claims, and submitting and resolving disputes following the Diners/Discover guidelines. Compare multiple
avenues of processing disputes/chargebacks and decide on the best path to resolution.


This position is important and required to ensure that we take care of our clients as well as their customers.

This directly follows
our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large

Responsibilities include (but are not limited to): evaluate, and process disputes/chargebacks

  • Be a continuous learner due to updated network regulatory requirements and client guidelines
  • Monitor systems to detect possible fraudulent behaviour related to card usage
  • Contact cardholders to investigate possible fraud
  • Deliver great customer experience with proper etiquette on inbound and outbound enquiries with clients and cardholders
  • Track and action case within timeframes based on regulatory guidelines and client requirements
  • Make recommendations to implement changes in our continuous efforts to improve processes
  • Understand compliance and verification procedures to effectively process cardholder information
  • Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and
functionality, dispute lifecycle, claim status, and data input

  • Enter data into clientspecific systems to accurately record and keep track of cardholder, card, transaction, and case
information

Skills and Requirements:

  • Minimum 5 years dealing with issuing disputes from the consumers and dealing with internal stakeholders
  • Knowledge with Dinners/ Discover network operating regulations
  • Strong communication skills (written and oral)
  • Proficient in Microsoft 365 (outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)

The Package:

  • Competitive Salary
  • Private health insurance plan participation
  • Performance Bonus, including mix of cash and sharebased scheme of company stock for outstanding performers.
How to Apply

Right to Work


You must have the right to legally reside and work in the Republic of Cyprus or be an EU citizen.

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