Banking Operation Analyst - Joint Recovery Processing/Chargeback

Position Overview

This role as a Joint Recovery Processing/Chargeback Analyst involves conducting financial investigations and assessments within a specialized team. Reporting to the Supervisor of Joint Recovery Processing, candidates with experience in Risk Operations or Financial Services within a BPO context will build a significant career foundation in Credit Card Operations.

Position Details

• Designation: Joint Recovery Processing/Chargeback Analyst
• Status: Full-Time, Office-based
• Working Hours: Rotational evening shifts, Monday through Sunday
• Department: Business Process Outsourcing (BPO)
• Compensation: Competitive salary reflecting experience and qualifications

Primary Responsibilities

• Manage fraud and dispute cases efficiently using the TDR case management system, ensuring internal service commitments are fulfilled.
• Oversee all stages of the chargeback process aligned with Association Rules and Regulations.
• Investigate and proactively handle suspected fraudulent cases.
• Process system-generated retrieval requests and facilitate obtaining cardholder supporting documents.
• Manage cardholder and non-cardholder dispute cases aimed at monetary recovery in the initial chargeback cycle.
• Engage with merchant challenges during the second cycle and determine subsequent resolution steps.
• Challenge merchant rebuttals during the third chargeback cycle to sustain the recovery process.
• Make decisions on pre-arbitration, case filing, and good-faith collections.
• Maintain comprehensive knowledge of Association Rules and Regulations and effectively communicate them to cardholders.
• Identify fraud trends through case management to support analysis by the fraud strategy team.
• Comply with departmental escalation processes, quality standards, and PCI compliance requirements.
• Analyze data and deploy tools to monitor fraud trends and patterns.
• Conduct outbound communications with cardholders to verify transaction validity or non-monetary activities when necessary.
• Collaborate with law enforcement authorities as required.
• Report customer feedback via an established escalation matrix.
• Maintain professionalism and composure while managing conflicts and stressful situations, ensuring excellent customer service and goodwill preservation.
• Mentor new team members on chargeback processes and system use.
• Engage actively in team meetings, coaching, and one-on-one interactions.

Qualifications & Requirements

• Educational Qualification: Bachelor's degree in Finance, Business Administration, or related field preferred.
• Experience: 1 to 4 years in credit card or financial services, specifically in recoveries and chargeback processes.
• Knowledge of Association rules and regulations is essential; familiarity with TS2/TDR is advantageous.
• Skills: Strong analytical and problem-solving ability; proficiency in French (reading, writing, speaking); proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Excellent English communication skills encompassing listening, verbal, and written forms, with a focus on active listening, inquiry, and negotiation.
• Personal attributes: adaptable, flexible, composed, focused, reliable, and open to continuous learning and self-improvement.
• Ability to handle multiple tasks efficiently within time limits.
• Competent keyboarding skills and PC operation knowledge.
• Positive interpersonal skills and readiness to implement change initiatives.
• Sound judgment in moderately complex situations.

Additional Information

• The role requires working on rotational shifts, including evenings, weekends, and holidays.
• Opportunities exist for professional growth within the Credit Card Operations sector.
• Compliance with the NTT Data Code of Conduct and Credit Card Standards is mandatory.