Banking Operation Analyst

Job Description

'Position Overview:

Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations.

Position: Joint Recovery Processing / Chargeback Analyst

Position Status: Full Time Work from Office

Hours of Work: Monday Sunday 7:00am 7:00pm EST

Department: Presidents Choice Financial

Rate of Pay:

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.'