Senior Associate

1 week ago

Noida, Uttar Pradesh, India Genpact Full time

Disputes Investigations Specialist

Function : Operations

India: Noida

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Disputes Investigations Specialist (Process Associate/Process Developer)

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, analyzing 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

  • 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.
  • / Outbound contact to merchants and / or customers to verify transaction information or gather additional information to complete an investigation.
  • chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer.
  • issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases
  • required tasks per regulations, business policy and procedures and card network mandates
  • ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure
  • appropriate action to identify and help minimize the risk posed by fraud patterns and trends
  • in ad hoc projects/assignments as necessary
  • duties as assigned

Qualifications

Minimum qualifications

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

Attributes

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

Educational Experience

Graduate or Equivalent, Bachelor's Degree

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter , Facebook , LinkedIn , and YouTube . #Dispute Investigation #Chargeback # Credit Cards

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