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Banking Operation Analyst

Banking Operation Analyst

ConfidentialGurgaon / Gurugram, India
8 days ago
Job description

"Position Overview :

Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations / Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations.

Position : Joint Recovery Processing / Chargeback Analyst

Position Status : Full Time – Work from Office

Hours of Work : Monday – Sunday 7 : 00am – 7 : 00pm EST

Department : President's Choice Financial

Rate of Pay : 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 :

  • Demonstrated analytical and problem-solving skills.
  • Proficient in Microsoft Suite Applications.
  • Excellent communication skills
  • Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.
  • Willingness to pursue continuous learning and self development.
  • Demonstrated ability to work within time constraints.
  • Working knowledge of PCs and strong keyboarding skills
  • Positive attitude and demonstrated ability to get along with others.
  • Demonstrated ability to implement change efforts.
  • Excellent communication skills in English (listening / verbal / written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
  • Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
  • Minimum of 1-2 years of credit card and / or financial experience
  • 1-2 years Customer Service experience an asset.
  • Recoveries / chargeback experience within the financial services sector
  • Association rules and regulations
  • TS2 / TCS knowledge considered an asset."

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    Skills Required

    Association rules and regulations, Microsoft Suite Applications, TS2 TCS knowledge, TDR case management system

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