Banking Operations Analyst

"Position Overview: As a Joint Recovery Processing/Chargeback Analyst, you will be part of a specialized team performing financially based investigative and assessment activities. Reporting to the Supervisor of Joint Recovery Processing, you will leverage your experience from Risk Operations or Financial Service roles within a BPO environment to build a solid foundation for a career in Credit Card Operations. Position Details: •    Position: Joint Recovery Processing/Chargeback Analyst •    Status: Full Time – Work from Office •    Hours: Monday – Sunday (Rotational Evening Shift) •    Department: BPO •    Rate of Pay: Competitive salary based on experience and qualifications Key Responsibilities: •    Fraud and Dispute Management: o    Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met. o    Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations. o    Proactively manage and investigate potential fraud cases. •    Chargeback Processing: o    Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate. o    Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback. o    Respond to merchant challenges and assess next steps in the Second Cycle Representment. o    Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback. o    Decisioning Pre-arbitration, Case Filing, and Good-faith Collections. •    Compliance and Reporting: o    Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders. o    Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team. o    Report on each fraud type as required. o    Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards. •    Data Analysis: o    Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases. o    Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable. o    Cooperate with law enforcement agencies. •    Team Collaboration and Mentorship: o    Report customer feedback by adhering to the established escalation matrix. o    Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill. o    Mentor new employees on procedures and systems related to the chargeback lifecycle. o    Actively participate in team meetings, one-on-ones, and coaching sessions. Qualifications and Requirements: •    Educational Background: o    Bachelor’s degree in finance, Business Administration, or a related field preferred. •    Experience: o    Minimum of 1-4 years of credit card and/or financial experience. o    Recoveries/chargeback experience within the financial services sector. o    Knowledge of Association rules and regulations. o    TS2/TDR knowledge considered an asset. •    Skills and Competencies: o    Demonstrated analytical and problem-solving skills. o    Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint). o    Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills. o    Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability. o    Willingness to pursue continuous learning and self-development. o    Ability to work efficiently within time constraints and manage multiple tasks simultaneously. o    Strong keyboarding skills and working knowledge of PCs. o    Positive attitude and demonstrated ability to get along with others. o    Ability to implement change efforts. o    Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations. Additional Information: •    This role requires rotational shifts, which may include evenings, weekends, and holidays. •    The position offers opportunities for professional growth and development within the Credit Card Operations department. •    Adherence to the NTT Data Code of Conduct and NTT Data Credit Card Standards is mandatory. "