Fraud and Dispute Resolution Specialist

Job Details : Job Level : 2A / 3A

Designation : Senior Process Executive / Process Specialist

Experience : 1 to 4 years

Location : Bangalore (Work from Office)

Shifts : Flexible to work with any shifts (Including Night Shifts)

Notice Period : Immediate to 15 Days

About Mastercard :

Mastercard is a global technology company in the payments industry, connecting consumers, financial institutions, merchants, governments, and businesses worldwide. We are committed to ensuring secure and efficient transaction processing, fighting fraud, and providing exceptional customer service.

Job Summary :

As a Senior Process Associate in the Fraud and Dispute Process team, you will play a critical role in managing, analyzing, and resolving fraud and dispute cases to protect Mastercard and its stakeholders from financial losses. You will be responsible for ensuring compliance with regulatory requirements and Mastercard policies while maintaining a high standard of quality and accuracy in case handling.

Key Responsibilities :

• Investigate and analyze fraud and dispute cases related to Mastercard transactions, ensuring timely resolution according to defined SLAs.
• Review transaction details, customer claims, and supporting documentation to validate disputes and identify fraudulent activities.
• Collaborate with cross-functional teams, including fraud prevention, risk, compliance, and customer service teams, to ensure seamless case resolution.
• Identify patterns and trends in fraud and disputes to recommend process improvements and mitigation strategies.
• Provide detailed and accurate documentation of case outcomes and escalate complex or high-risk issues to the team lead or manager.
• Ensure adherence to Mastercard's operational guidelines, compliance standards, and regulatory requirements in all case handling.
• Mentor and support junior associates by sharing best practices and providing guidance on complex cases.
• Contribute to continuous process improvement initiatives to enhance fraud detection and dispute resolution efficiency.
• Communicate effectively with internal and external stakeholders, maintaining professionalism and confidentiality at all times.

Qualifications & Skills :

Preferred :

Interested candidates please share your updated resume and below details to anguluri.pravallika@infosys.com

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