Senior Executive

2 weeks ago

Gurgaon, Haryana, India EXL Service Full time

JOB DESCRIPTIONPosition Title Responsibility Level Senior ExecutiveFunction OperationsReports to -Assistant ManagerPermanent Temporary PermanentSpan of Control NilLocation Gurgaon- C-61Role Dispute Senior Executive Should have 2 years experience in dispute and risk related role Reviewing and verifying gift card transactions and supporting documentation if required Analyzing transaction gift card risk and requesting additional information as necessary Process chargeback depending on the information and documents shared by customer Ensuring compliance with regulatory standards Ensuring compliance with company client policies and guidelines Documenting and effectively communicating reasons for the approval rejection of transactions or card Responsibilities Monitors numerous real-time queues and reviews high-risk gift card transactions from specified points-of-sale requiring demonstrated decision making and critical thinking skills Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded or are legitimate and should be processed and fulfilled on the largest dollar amounts Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision Effectively manages incoming communication via multiple channels phone email and Customer Relationship Management systems from both internal and external customers resolves all issues within established service-level agreements Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity May Interact with other Risk teams on developing fraud prevention strategy and process Performance parameters Productivity Quality Accuracy Turn Around Time and Cycle Time of work assigned Process Improvement initiatives Domain expertise and certifications scores Schedule adherence Punctuality and Discipline Organizational RelationshipsReports To Manager Sr ManagerSkillsDesirable Skills Attention to detail Commitment and drive for results Questioning reasoning and analytical Adaptable and Flexible Requires shift-work including weekends non-business hours and holidays Business Etiquette Technical Skills Basic strong internet research Google Docs and overall PC skills Typing speed of 30 words with high accuracy Soft skills Strong team player Ability to communicate correctly grammatically and contextually correct and clearly Good business writing skills High accuracy at work Self-Discipline Listening Patience Education Requirements and Work Experience Bachelor s degree required B Com or BBA preferably in Commerce stream Good English Comprehension Skills Preference will be given to people with 2 years experience in dispute and risk investigation

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