About the role
NTT DATA is hiring for the role of Banking Operation Analyst!
Responsibilities of the Candidate:
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.
Requirements
- Bachelor's degree in Finance, Business Administration, or a related field preferred. - 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. - TS2/TOR knowledge considered an asset. - 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. - 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.