Disputes Investigations Specialist
4 weeks ago
Disputes Investigations Specialist
Function : Operations
India: Noida
With a start-up 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, analysing transaction details including customer spending patterns/behaviour 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
analysing/investigating banking transactional activities and consumer behaviour
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, colour, 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 www.genpact.com . Follow us on Twitter , Facebook , LinkedIn , and YouTube .
#Dispute #Chargeback #Fraudanalyst #Creditriskanalyst
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