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.