[Urgent Search] Banking Operations Senior Associate

Job Description

Responsibilities:

. Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to general inquires, chargeback cases, fraud cases, and online disputes.

. Respond to cardholder requests for information pertaining to the status of their dispute/fraud claim as it progresses through the case lifecycle.

. Effectively analyze and process Fraud/Dispute cases using the TDR case management system, while ensuring all internal service levels are met.

. Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations.

. Proactively manage and investigate potential fraud cases.

. Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.

. Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback.

. Respond to all merchant challenges and assessing 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

. Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters.

. 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.

. Proactively manage and investigate potential fraud cases.

. Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.

. Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable.

. Co-operate with law enforcement agencies.

. Report customer feedback by adhering to established escalation matrix.

. Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.

. Mentor new employees on procedures and systems related to chargeback lifecycle.

. Adhere to Quality Standard Guides defined by the client.

. Adhere to requirements and controls in relation to PCI standards.

. Adhere to all service level agreements outlined by the client.

. Actively participate in team meetings, one on ones and coaching.

. Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.

Requirements:

. Demonstrated analytical and problem-solving skills.

. Proficient in Microsoft Suite Applications.

. Excellent communication skills

. Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.

. Willingness to pursue continuous learning and self development.

. Demonstrated ability to work within time constraints.

. Working knowledge of PCs and strong keyboarding skills

. Positive attitude and demonstrated ability to get along with others.

. Demonstrated ability to implement change efforts.

. Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills - interpersonal skills are essential.

. Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.

. Minimum of 1-2 years of credit card and/or financial experience

. 1-2 years Customer Service experience an asset.

. Recoveries/chargeback experience within the financial services sector

. Association rules and regulations

. TS2/TCS knowledge considered an asset.