Customer Service and Disputes Analyst
1 week ago
Our Organisation:
At Commonwealth Bank, we strive to make a positive impact on our customers' financial wellbeing. We achieve this by helping individuals and businesses make informed financial decisions and reach their goals.
Job Role: Senior Associate Analyst
Location: Bangalore
Business & Team: COO - Retail Operations - Creditcard Disputes/Processing
Impact & Contribution:
As a Senior Associate Analyst, you will be a self-motivated individual who is passionate about delivering exceptional customer service and building strong relationships with stakeholders. Key attributes include:
- A proactive attitude, with the ability to work towards customer experience and service quality objectives
- Demonstrated ability to adapt to a fast-changing environment
- Previous disputes investigation experience or a sound service background
Key Responsibilities:
You will be responsible for:
- Analysing disputed card transactions for both fraud and non-fraud cases, investigating opportunities to identify recovery and mitigate losses, and documenting and resolving claims
- Engaging with internal and external stakeholders to assist with investigations into the root cause of losses
- Analysing transaction challenges that cause chargeback losses, troubleshooting to determine the issue, and working with subject matter experts to identify and execute solutions
- Collaborating with clients to collect and document information to resolve outstanding disputes
- Ensuring that all disputes cases are handled in accordance with regulatory requirements
Essential Skills:
- High-level understanding of Visa and MasterCard rules and regulations related to debit and credit card transaction disputes
- End-to-end knowledge of the disputes resolution process
- Proven ability to plan and coordinate incoming work and enquiries
- Minimum 2-3 years' experience in disputes processing
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills, supported by a collaborative mindset and a customer-focused approach
- Proven analytical and problem-solving skills, with the ability to derive solutions for customers
- Highly motivated, results-driven, team, and customer-focused
- Detailed-oriented, exercising extreme attention to detail, and seeking to understand both cause and effect of a situation
- Good judgement, exercising critical thinking, analysing, and assessing situations, and taking ownership of outcomes
Qualifications: Bachelor's degree in BA, BCom, BBM, BCA
Commonwealth Bank is an equal opportunity employer. We encourage applications from diverse candidates.
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