Banking Operations Senior Associate

17 hours ago


Gurgaon, Haryana, India NTT DATA Global Delivery Services Ltd Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Banking Operations Senior Associate

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.

Experience LevelSenior Level

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