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Fraud Analyst

4 months ago

Noida, India Genpact Full time

The Disputes Investigations Specialist is responsible for the timely review of fraud and/or non-fraud card disputes for an issuing financial institution. The Disputes Investigations Specialist will be responsible for reviewing customer transaction history, performing a reasonable investigation into the reported activity, and submitting chargebacks to recover funds. Successful candidates will need 0 -3 years prior experience in disputes investigation and demonstrates key skills including: logical thinking, problem solving, analysing transaction details including customer spending patterns/behavior and an investigative mindset. The Disputes Investigations Specialist 1 is also responsible for maintaining documentation for each inquiry and compliant with all governing regulations and institutional policies and procedures.

Responsibilities

  • Performs research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution.
  • Inbound / Outbound contact to merchants and / or customers to verify transaction information or gather additional information to complete an investigation.
  • Performing chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer.
  • Complete issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases
  • Perform required tasks per regulations, business policy and procedures and card network mandates.
  • Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure.
  • Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
  • Participate in ad hoc projects/assignments, as necessary.
  • Other duties as assigned.

Qualifications

Minimum qualifications

  • Candidate should have at least 0-3 years’ experience performing Banking/Dispute Investigations in the debit and/or credit card industry
  • Keen attention to detail & risk identification
  • Basic knowledge of Banking Industry & Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
  • Working knowledge of credit and debit card processes, terminology, and software
  • Familiarity with the chargeback lifecycle including in depth knowledge of the EMV mandate and liability determinations for fraud events
  • Experience analyzing/investigating banking transactional activities and consumer behavior
  • Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims
  • Experience with Card Network systems i.e., Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems
  • Familiar with Pega or similar workflow tools
  • Ability to articulate research findings to document that a reasonable investigation has been conducted.
  • Adaptability to learn new processes, concepts and skills and an eye for detail
  • Excellent customer service skills and ability to assist in customer inquiries independently
  • Good communication both written and verbal English skills
  • Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
  • Self-disciplined, diligent, proactive and detail oriented
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
  • Ability to maintain high levels of confidentiality and data security standards.
  • Experience with Microsoft Office, including Outlook, Word, and Excel
  • Demonstrate flexibility to work under 24*7 working environment.


Attributes

  • Demonstrates sound decision making.
  • Ability to work in a dynamic, fast paced environment.
  • Curious & inquisitive personality
  • Strong attention to detail
  • Good Communication Skills - both written and verbal (English)
  • Must be able to manage multiple tasks.
  • Ability to work independently and in a group setting.
  • Adaptable to change.


Educational Experience

  • Graduate or Equivalent, bachelor’s degree