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.
