Senior Associate Analyst

6 days ago

Bengaluru, Karnataka, India Commonwealth Bank Full time

Organization: At Commonwealth Bank, we prioritize the financial wellbeing of our customers. Our focus is on delivering exceptional customer service and helping individuals and businesses achieve their goals.

Job Title: Senior Associate Analyst

Location: Not specified

Business & Team: COO - Retail Operations - Credit Card Disputes/Processing

Impact & Contribution:

As a Senior Associate Analyst, you will be responsible for delivering world-class customer service, building strong relationships with stakeholders, and possessing the following attributes:

  • A proactive attitude, with the ability to work towards measures that deliver exceptional customer experience and service quality
  • Demonstrating the ability to grasp concepts in a fast-changing environment
  • Previous dispute investigation experience or a sound service background

Roles & Responsibilities:

You will be expected to perform the following tasks in a manner consistent with Commonwealth Bank's Values and People Capabilities:

  • Analyzing disputed card transactions for both fraud and non-fraud transactions by investigating, exploring opportunities to identify recovery and mitigate losses, and documenting and resolving claims
  • Engaging with internal and external stakeholders to assist with investigation on root cause of losses
  • Analyzing transaction challenges that cause chargeback losses and troubleshooting to determine the issue and working with subject matter experts to identify and execute solutions
  • Working with clients to collect and document information that may be used 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 effectively plan and coordinate incoming work and enquiries
  • Minimum 2-3 years' experience in disputes process
  • Strong analytical and problem-solving skills
  • Excellent communication and stakeholder management skills, supported by a collaboration mindset and a service-based mindset with a strong customer focus
  • Proven analytical and problem-solving skills alongside deriving solutions for customers
  • Highly motivated, result-driven, team-focused, and customer-focused
  • Detail-oriented, with extreme attention to detail, thoroughness, accuracy, organization, and productivity, and a willingness to understand both cause and effect of a situation
  • Good judgment, with the exercise of critical thinking, analyzing, and assessing, and taking ownership of outcomes

Qualifications: Bachelor's degree in BA, BCom, BBM, BCA

Commonwealth Bank is committed to supporting the career development of its employees. If you're already part of the Commonwealth Bank Group, you'll need to apply through the internal application process to submit a valid application.

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