Banking Operation 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:
  • Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met.
  • Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations.
  • Proactively manage and investigate potential fraud cases.
• Chargeback Processing:
  • Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate.
  • Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback.
  • Respond to merchant challenges and assess next steps in the Second Cycle Representment.
  • Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback.
  • Decisioning Pre-arbitration, Case Filing, and Good-faith Collections.
• Compliance and Reporting:
  • Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders.
  • Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team.
  • Report on each fraud type as required.
  • 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:
  • Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
  • Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable.
  • Cooperate with law enforcement agencies.
• Team Collaboration and Mentorship:
  • Report customer feedback by adhering to the established escalation matrix.
  • Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.
  • Mentor new employees on procedures and systems related to the chargeback lifecycle.
  • Actively participate in team meetings, one-on-ones, and coaching sessions.

Qualifications and Requirements:

• Educational Background:
  • Bachelor’s degree in finance, Business Administration, or a related field preferred.
• Experience:
  • Minimum of 1-4 years of credit card and/or financial experience.
  • Recoveries/chargeback experience within the financial services sector.
  • Knowledge of Association rules and regulations.
  • TS2/TDR knowledge considered an asset.
• Skills and Competencies:
  • Demonstrated analytical and problem-solving skills.
  • Proficiency in French language (Read, Write, Speak)
  • Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint).
  • Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills.
  • Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability.
  • Willingness to pursue continuous learning and self-development.
  • Ability to work efficiently within time constraints and manage multiple tasks simultaneously.
  • Strong keyboarding skills and working knowledge of PCs.
  • Positive attitude and demonstrated ability to get along with others.
  • Ability to implement change efforts.
  • 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.