Analyst - Chargeback Specialist

Roles and Responsibilities

1. Monitor transactions/ merchants to identify risk/fraud and take necessary action immediately.
2. Handle transaction queries in case of discrepancies where disputes arise from the customer.
3. Work closely with the partner banks and Cybercell to handle chargebacks/customer disputes and ensure timely recovery to reduce losses.
4. Speak to merchants or customers to understand and address queries/concerns.
5. Identify innovative ways to reduce risks by providing inputs on enhancing the process and reduce monetary losses.
6. Monitoring the chargeback operations when at our vendor's premises.
7. Scrutinising the chargeback and dispute data and decisively pointing out any irregularities or trends.
8. Communicating and coordination with our Vendor for document collections.

Skills and Experience

1. 2+years of experience in Chargeback as subject matter expert, knowledge about a customer support app or CRM , such as freshdesk.
2. Knowledge of Stages/levels of chargebacks, penalty involved at the arbitration stage, technical chargebacks, Visa/Mastercard guidelines in brief, reason code in relation to fraud chargebacks.
3. Interpersonal skills - Friendly and pleasant demeanor over phone and email
4. Communication skills - Exceptional verbal and written communication
5. Listening skills - Understand, anticipate and resolve queries arising from various stakeholders
6. Attention to detail and accuracy - Excellent organizational skills and multitasking skills. Identify anomalies or suspicious behaviours and act quickly to reduce the impact
7. Take initiatives - Quickly and thoroughly solves problems when deliveries, transaction or experience do not go 100% as planned.