Banking Operations Senior Associate

Responsibilities :

• . Provide exceptional customer service while responding to all inbound / outbound inquiries including, but not limited to general inquires, chargeback cases, fraud cases, and online disputes.
• . Respond to cardholder requests for information pertaining to the status of their dispute / fraud claim as it progresses through the case lifecycle.
• . Effectively analyze and process Fraud / Dispute cases using the TDR case management system, while ensuring all internal service levels are met.
• . Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations.
• . Proactively manage and investigate potential fraud cases.
• . Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.
• . Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback.
• . Respond to all merchant challenges and assessing next steps in the Second Cycle Representment
• . Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback
• . Decisioning Pre-arbitration, Case Filing and Good-faith Collections
• . Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters.
• . Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team.
• . Report on each fraud type as required.
• . Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
• . Proactively manage and investigate potential fraud cases.
• . Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
• . Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable.
• . Co-operate with law enforcement agencies.
• . Report customer feedback by adhering to established escalation matrix.
• . Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.
• . Mentor new employees on procedures and systems related to chargeback lifecycle.
• . Adhere to Quality Standard Guides defined by the client.
• . Adhere to requirements and controls in relation to PCI standards.
• . Adhere to all service level agreements outlined by the client.
• . Actively participate in team meetings, one on ones and coaching.
• . Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.

Requirements :

Skills Required

TS2 TCS knowledge, PCs and strong keyboarding skills, TDR case management system, Microsoft Suite Applications, Association rules and regulations