Banking Operations Associate

"Position Overview: Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations. Position: Joint Recovery Processing / Chargeback Analyst Position Status: Full Time - Work from Office Hours of Work: Monday - Sunday 7:00am - 7:00pm EST Department: President's Choice Financial Rate of Pay: **Responsibilities**: - Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to; general inquires, chargeback cases, fraud cases, and online disputes. - Respond to cardholder requests for information pertaining to the status of their dispute/fraud claim as it progresses through the case lifecycle. - Effectively analyze and process Fraud/Dispute cases using the TDR case management system, while ensuring all internal service levels are met. - Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations. - Proactively manage and investigate potential fraud cases. - Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate. - Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback. - Respond to all merchant challenges and assessing next steps in the Second Cycle Representment - Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback - Decisioning Pre-arbitration, Case Filing and Good-faith Collections - Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters. - Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team. - Report on each fraud type as required. - Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards. - Proactively manage and investigate potential fraud cases. - Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases. - Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable. - Co-operate with law enforcement agencies. - Report customer feedback by adhering to established escalation matrix. - Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill. - Mentor new employees on procedures and systems related to chargeback lifecycle. - Adhere to Quality Standard Guides defined by the client. - Adhere to requirements and controls in relation to PCI standards. - Adhere to all service level agreements outlined by the client. - Actively participate in team meetings, one on ones and coaching. - Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards. **Requirements**: - Demonstrated analytical and problem-solving skills. - Proficient in Microsoft Suite Applications. - Excellent communication skills - Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability. - Willingness to pursue continuous learning and self development. - Demonstrated ability to work within time constraints. - Working knowledge of PCs and strong keyboarding skills - Positive attitude and demonstrated ability to get along with others. - Demonstrated ability to implement change efforts. - Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills - interpersonal skills are essential. - Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations. - Minimum of 1-2 years of credit card and/or financial experience - 1-2 years Customer Service experience an asset. - Recoveries/chargeback experience within the financial services sector - Association rules and regulations - TS2/TCS knowledge considered an asset."