Job Requirements
About the Role
The Processing Specialist Retail Operations RCC Dispute in the Recon, Compliance & Controls department is responsible for managing customer-reported disputes and complaints in accordance with regulatory and network-defined guidelines. The role focuses on ensuring accurate and timely resolution of disputes, improving turnaround times (TAT), and enhancing customer satisfaction. It requires strong coordination with stakeholders, a deep understanding of digital banking products, and adherence to defined processes and standards.
Key Responsibilities
Primary Responsibilities
- Coordinate with stakeholders for service requests and first-level dispute resolution.
- Handle customer disputes related to channel and digital banking platforms.
- Ensure accurate closure of disputes with zero processing errors.
- Raise correct chargebacks and resolve customer complaints as per defined SOPs.
- Submit timely and accurate data to finance, concurrent audit, and internal audit teams.
- Liaise with vendor support, networks, and peers; communicate effectively with senior management.
- Utilize network-provided systems and demonstrate proficiency in MS Office tools.
- Maintain a customer-centric approach while ensuring compliance with regulatory and network guidelines.
Secondary Responsibilities
- Demonstrate strong stakeholder coordination skills.
- Understand and deliver critical activities within specified timelines.
- Possess a clear understanding of dispute processes and resolution mechanisms.
Managerial & Leadership Responsibilities
- Manage and drive the customer dispute resolution process as defined by regulators and networks.
- Maintain detailed knowledge of relevant processes, guidelines, and rules.
What We Are Looking For
Education
- Graduate: - Graduate in any discipline from a recognized institution.
Experience
- Minimum 2 years of relevant experience in customer dispute handling, preferably in digital or channel banking.
Skills and Attributes
- Strong communication and interpersonal skills.
- Proficiency in MS Office and network-based systems.
- Good understanding of digital banking products and regulatory guidelines.
- Ability to manage vendor relationships and coordinate with internal and external stakeholders.
- Attention to detail and commitment to error-free processing.
- Analytical mindset with the ability to manage multiple assignments efficiently.
- Experience in managing and driving dispute resolution processes.
