Business Analyst

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Business Analyst - Fraud Chargeback

Brief Description

As a Fraud Chargeback business analyst, your role will be focused on processing cardholder dispute transactions within established card network (Visa, Mastercard, Discover, AMEX, etc ) guidelines, and in alignment with federal rules and regulations. A Fraud Chargeback Associate ensures disputes and recovery efforts are processed within business parameters mitigate financial losses.

Responsibilities:

Handle all aspects of the dispute process in compliance with established card network mandates, federal and state rules and regulations.
Review, research and initiate dispute inquiries from cardholders, financial institutions, and internal departments for the client.
Ensure compliance with all federal and state regulations to resolve billing errors (including all aspects of Reg E and Z).
Handle Omni Channel inquiries from cardholders, financial institutions, and internal departments regarding disputes within established SLAs.
Timely escalation as required to the appropriate resource issues that are unable to be resolved by the agent.
Handles/resolves non-posted items, retrieval projects and authorization chargebacks.
Meets the standards of the job, such as KPIs, quality standards, and adherence to schedule.
Other related duties assigned as needed.

Qualification we seek in you

Minimum qualifications

Any graduate or post graduate.
Ability to deescalate/de-risk customer complaints and escalations originating from less tenured associates.
Knowledge of pre-arbitration and arbitration process as related to card chargebacks.
Flexibility of shifts and to work overtime hours as per business requirements.
Excellent customer service skills that build high levels of customer satisfaction.
Effective verbal and written communication skills.
PC knowledge and MS Office applications.
Detail-oriented with good organizational skills.
Ability to manage multiple tasks in a fast-paced environment.
Ability to work both independently and in a team environment.
Ability to maintain confidentiality.

Preferred qualifications

Three to five years of call center, fraud, or banking experience.
Knowledge of card networks (Visa, Mastercard, Discover, AMEX, etc ) operating rules and regulations and federal and state regulations.
Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training.