Banking Operations Associate

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: President's 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.