Fraud & Dispute Specialist

13 hours ago

Bengaluru, Karnataka, India Vervent Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Role & responsibilities :

  • Support and capture all pertinent information from customers about their claims.
  • Conduct research and provide updates on the status of new and existing claims.
  • Identify opportunities to improve customer experience after fact-based research of complex account activity and take appropriate actions to manage the claim.
  • Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while investigating the claims.
  • Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers.
  • Work with Financial Crimes Management to implement department Policies/procedures to maximize efficiency, enhance the Clients experience and ensure compliance with government regulatory requirements, including Reg-E, VISA & Mastercard Rules and Regulations, the Bank Secrecy Act, USA PATRIOT Act and FACTA
  • Drafting Statement of Work and creating process maps and process flows as needed.
  • The Fraud Dispute Specialist will be responsible for workflow management, production monitoring, quality, chargeback effectiveness and process improvement efforts.
  • Create Dashboards using Excel to report out process KPIs.
  • Review returned checks for potential blocks on accounts.
  • Research and respond to correspondence from external sources.
  • Research claims of unauthorized transactions per Regulation Z guidelines.
  • Process account closures.
  • Review returned checks for potential blocks on accounts.
  • Review security reports for potential losses on accounts;
    • Review reports for reopening/reinstatement of accounts.

Preferred candidate profile :

  • 3 - 6 years of experience in customer service, financial services, Fraud, or investigations.
  • Graduation in any Discipline.
  • Knowledge on Detection Operation Processes in Fraud or Disputes processing including chargebacks and transaction level monitoring.
  • Knowledge on Fraud Life cycle for Credit card, Check, and Online Fraud products.
  • Previous experience in the Credit Card processing industry is highly desired.
  • Knowledge of US Banking regulations like Reg-E, FCRA, UDAAP etc.,
  • Excellent verbal, written, and interpersonal communication skills.
  • Ability to learn quickly and transfer knowledge.
  • Strong working knowledge of Excel Dashboards.
  • Ability to drive and lead organizational change in a dynamic environment.
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
  • Expert knowledge of Reg E / Expert knowledge of VISA/ Mastercard Operating Rules & Chargeback Guidelines

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