Banking Operations Analyst

Job description

"

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

• 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

• Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met.
• Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations.
• Proactively manage and investigate potential fraud cases.

Chargeback Processing

• Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate.
• Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback.
• Respond to merchant challenges and assess 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.

Compliance and Reporting

• Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders.
• 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.

Data Analysis

• Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
• Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable.
• Cooperate with law enforcement agencies.

Team Collaboration and Mentorship

• Report customer feedback by adhering to the established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.
• Mentor new employees on procedures and systems related to the chargeback lifecycle.
• Actively participate in team meetings, one-on-ones, and coaching sessions.

Educational Background

• Bachelor’s degree in finance, Business Administration, or a related field preferred.

Experience

• Minimum of 1-4 years of credit card and/or financial experience.
• Recoveries/chargeback experience within the financial services sector.
• Knowledge of Association rules and regulations. o TS2/TDR knowledge considered an asset.

Skills and Competencies

• Demonstrated analytical and problem-solving skills.
• Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint).
• Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills.
• Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability.
• Willingness to pursue continuous learning and self-development.
• Ability to work efficiently within time constraints and manage multiple tasks simultaneously.
• Strong keyboarding skills and working knowledge of PCs.
• Positive attitude and demonstrated ability to get along with others.
• Ability to implement change efforts.
• 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. "