Expert Dispute Resolution Specialist

About the Role:

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits.

We are committed to building an environment where people can thrive and create a better future for everyone. Our motto, 'Make Life Simple', inspires every initiative, ensuring that customer convenience is at the forefront of all that we do.

We welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. We foster an inclusive and diverse workplace where all employees are treated equally with dignity and respect.

Key Responsibilities:

1. To comprehensively review customer fraud disputes and alerts for all types of fraud scenarios.
2. Analyze customer & account behavior to understand fraud behavior & modus and initiate action for merchant recovery.
3. Liaison with merchants, intra & inter-functional stakeholders for faster dispute resolution, merchant recovery, better fraud mitigation prevention & detection.

Accountabilities:

1. Enhanced and holistic review of fraud disputes: Perform holistic review of fraud disputes & alerts by leveraging bureau, alternate sources of data including bureau, EPFO, online validation in public databases, internal & external databases to identify anomalies to identify identity take over, 1st-party / 3rd-party frauds, online frauds etc.
2. Communicate & probe to understand the modus and block / unblock cards if required.
3. Perform RCA to identify process lapses & fraud patterns.
4. Report/flag-off fraud patterns & report the same to team leads/analytics team for preventive action.
5. Coordinate with intra/inter-Functional stakeholders to address / rectify the process lapses & avoid further disputes.
6. Ensure adherence to regulatory compliance on KYC and transaction monitoring.
7. Fraud awareness to customers to safeguard them against potential fraud threats.
8. Interact with merchants and law enforcement agencies for transaction reversal cases and raising red alerts for ongoing frauds.
9. Handling escalations received from banking ombudsman, internal ombudsmen, government, senior management, other functions and ensuring timely action and response with complete accuracy.
10. Allocation & coordination with investigation team for field validation of disputes.
11. Keep track of actioned cases and coordinate with stakeholders for faster resolution of dispute.
12. Responsible for preparing the approval documents to be presented to fraud loss & customer compensation approval committee in the required format & closure of cases in system post approval.

Process Excellence:

1. Ensure accuracy & TAT adherence in processing & closure of customer fraud disputes.
2. Ensure adherence to process SOPs & customer contact policies.
3. Identify and suggest improvement areas for increased fraud mitigation, increased merchant reversals and share with team leads/process leads for evaluation & implementation.
4. Readiness of disputes in required format for fraud loss & customer compensation committee approval.

Measures of Success:

1. Productivity (no. of dispute SRs reviewed & processed in a day) as per MOU.
2. Fraud dispute review and decisioning accuracy.
3. Fraud trends highlighted and process improvement opportunities suggested.
4. Readiness of disputes in required format for fraud loss & customer compensation committee approval.
5. Process adherence as per MOU.

Technical Skills / Experience / Certifications:

• Subject matter champion on fraud management, application sourcing and transaction processing systems and KPI.
• Deep knowledge of fraud management, application sourcing and transaction processing systems and KPI.
• Experience of documenting case facts.

Competencies Critical to the Role:

• Analytical ability and problem-solving.
• Decisiveness.
• Listening skills.
• Probing skills.
• Process orientation.

Qualification:

Graduate in any discipline from a reputed and recognized institute/university.

Preferred Industry:

Banking / Financial Services / Consulting / Fraud Strategy / E-commerce

This role requires strong analytical and problem-solving skills, with the ability to work independently and as part of a team. If you have experience in fraud management, application sourcing, and transaction processing systems, and possess excellent communication and interpersonal skills, we encourage you to apply.