Banking Operation Analyst
NTT Data View all jobs
- Gurgaon, Haryana
- Permanent
- Full-time
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
- Fraud and Dispute Management:
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 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 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 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 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:
- 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 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.