Chargeback Analyst

Job Description :

Minimum qualifications

• Candidate should have at least 1-3 years experience performing Banking/Dispute Investigations in the debit and/or credit card industry
• Keen attention to detail & risk identification
• Basic knowledge of Banking Industry & Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
• Working knowledge of credit and debit card processes, terminology, and software
• Familiarity with the chargeback lifecycle including in depth knowledge of the EMV mandate and liability determinations for fraud events
• Experience analyzing/investigating banking transactional activities and consumer behavior
• Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims
• Experience with Card Network systems i.e., Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems
• Familiar with Pega or similar workflow tools
• Ability to articulate research findings to document that a reasonable investigation has been conducted.
• Adaptability to learn new processes, concepts and skills and an eye for detail
• Excellent customer service skills and ability to assist in customer inquiries independently
• Good communication both written and verbal English skills
• Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers
• Self-disciplined, diligent, proactive and detail oriented
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Ability to maintain high levels of confidentiality and data security standards
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Demonstrate flexibility to work under 24*7 working environment

Responsibilities

• Performs research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution.
• Inbound / Outbound contact to merchants and / or customers to verify transaction information or gather additional information to complete an investigation.
• Performing chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer.
• Complete issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases
• Perform required tasks per regulations, business policy and procedures and card network mandates
• Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure

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