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:
- Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met.
- Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations.
- Proactively manage and investigate potential fraud cases.
- Chargeback Processing:
- Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate.
- Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback.
- Respond to merchant challenges and assess 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.
- Compliance and Reporting:
- Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders.
- 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.
- Data Analysis:
- Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
- Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable.
- Cooperate with law enforcement agencies.
- Team Collaboration and Mentorship:
- Report customer feedback by adhering to the established escalation matrix.
- Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.
- Mentor new employees on procedures and systems related to the chargeback lifecycle.
- Actively participate in team meetings, one-on-ones, and coaching sessions.
Qualifications and Requirements:
- Educational Background:
- Bachelor's degree in finance, Business Administration, or a related field preferred.
- Experience:
- Minimum of 1-4 years of credit card and/or financial experience.
- Recoveries/chargeback experience within the financial services sector.
- Knowledge of Association rules and regulations.
- TS2/TDR knowledge considered an asset.
- Skills and Competencies:
- Demonstrated analytical and problem-solving skills.
- Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint).
- Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills.
- Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability.
- Willingness to pursue continuous learning and self-development.
- Ability to work efficiently within time constraints and manage multiple tasks simultaneously.
- Strong keyboarding skills and working knowledge of PCs.
- Positive attitude and demonstrated ability to get along with others.
- Ability to implement change efforts.
- 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.
