Banking Operations Analyst

Position Overview:
As a Joint Recovery Processing/Chargeback Analyst, you will be part of a specialized team performing financially based investigative and assessment activities. Reporting to the Supervisor of Joint Recovery Processing, you will leverage your experience from Risk Operations or Financial Service roles within a BPO environment to build a solid foundation for a career in Credit Card Operations.
Position Details:
. Position: Joint Recovery Processing/Chargeback Analyst
. Status: Full Time - Work from Office
. Hours: Monday - Sunday (Rotational Evening Shift)
. Department: BPO
. Rate of Pay: Competitive salary based on experience and qualifications
Key Responsibilities:
. Fraud and Dispute Management:
o Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met.
o Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations.
o Proactively manage and investigate potential fraud cases.
. Chargeback Processing:
o Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate.
o Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback.
o Respond to merchant challenges and assess next steps in the Second Cycle Representment.
o Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback.
o Decisioning Pre-arbitration, Case Filing, and Good-faith Collections.
. Compliance and Reporting:
o Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders.
o Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team.
o Report on each fraud type as required.
o Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
. Data Analysis:
o Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
o Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable.
o Cooperate with law enforcement agencies.
. Team Collaboration and Mentorship:
o Report customer feedback by adhering to the established escalation matrix.
o Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.
o Mentor new employees on procedures and systems related to the chargeback lifecycle.
o Actively participate in team meetings, one-on-ones, and coaching sessions.
Qualifications and Requirements:
. Educational Background:
o Bachelor's degree in finance, Business Administration, or a related field preferred.
. Experience:
o Minimum of 1-4 years of credit card and/or financial experience.
o Recoveries/chargeback experience within the financial services sector.
o Knowledge of Association rules and regulations.
o TS2/TDR knowledge considered an asset.
. Skills and Competencies:
o Demonstrated analytical and problem-solving skills.
o Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint).
o Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills.
o Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability.
o Willingness to pursue continuous learning and self-development.
o Ability to work efficiently within time constraints and manage multiple tasks simultaneously.
o Strong keyboarding skills and working knowledge of PCs.
o Positive attitude and demonstrated ability to get along with others.
o Ability to implement change efforts.
o Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
Additional Information:
. This role requires rotational shifts, which may include evenings, weekends, and holidays.
. The position offers opportunities for professional growth and development within the Credit Card Operations department.
. Adherence to the NTT Data Code of Conduct and NTT Data Credit Card Standards is mandatory.