Banking Operations Analyst - Chargeback and Fraud Management

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.

Experience Level

Mid Level