Customer Service and Disputes Analyst

1 week ago


Bengaluru, Karnataka, India Commonwealth Bank Full time

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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