Banking Operations Senior Associate

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.