Risk Associate

2 weeks ago

Hyderabad, India Ivy CompTech Full time

Job Title:
Payment Operations Associate

Department:
Risk and Payment Operations

Reports to:
Operations Team Leader

**Location**:
Hyderabad

Purpose of Role:
Provide Solutions to B2C customers

**Responsibilities**:
Support
- Provide inbound & outbound support for different topics, products and customers (single point of contact for customer facing team for any type of question / case that first line agents are not able to answer / resolve)
- Handle complaints according to the regulation and the internal procedures (communication with the complainant compliant with the regulation, solve complaints, raise recommendations, record all complaints)
- Processing withdrawal - Review and take action for high risk open loop/loading/spending transactions accordingly to agreed guidelines and productivity targets
- Requesting customer documentation when needed. Reviewing and approving of customer accounts and documents
- Analysing data to identify issues and potential threats to the business
- Close relationship with Financial, Legal and Regulatory institutions for cooperation on fraud cases confirmation and (Banks, Police, other payments providers)
- Transaction Monitoring - Review authorization, reconciliation, settlement of batches

Disputes & Chargebacks
- Review and analyse cases, conduct necessary investigations (with the merchant and/or with the customer), request details and documents from parties involved to make a decision and deal with the financial aspect of the case like contesting.
- Keep the chargeback/ return transactions up to date

General

(across the different areas)
- Track and handle incidents and problems (incidents are raised and followed up until resolution, information about incidents is shared with 1st line support teams, in case of necessary clean-ups following incidents advice is given in regard to best practices and task handling is organized)
- Knowledge Management in all the areas: keep documentation up to date and document new processes and procedures; keep track of regulatory changes and incorporate them in the processes when required; keep reporting up to date

Knowledge/Expertise/Qualifications:

- Experience in Service, banking or financial related industry with a strong focus on the customer
- Previous knowledge of transactional risk screening for Visa, MasterCard and ACH (transactions and banking risk processes would be an advantage.)
- Analytical, research and problem-solving skills
- Ability to multi-task and work effectively in a fast-paced team environment
- Excellent communication, presentation and interpersonal skills.
- Ability to adapt to changes
- Knowledge of Microsoft Office Tools
- Ability to maintain confidentiality
- Keen attention to detail
- Good educational background/ university degree.

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