Credit Card Chargeback and Fraud Analyst

BPO Supervisor

Position Overview:

As a Joint Recovery Processing/Chargeback  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 

•           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.