Banking Operation Analyst

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.

Hours of Work: Monday Sunday 7:00am 7:00pm EST

Department: Presidents Choice Financial

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.