Banking Operations Analyst

NTT DATA BUSINESS SOLUTIONS; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Gurugram invites a Joint Recovery Processing/Chargeback Analyst to join our BPO finance team. In this role you will evaluate fraud and disputes, manage chargeback cycles, and ensure compliance with card network rules.

Requirements include a finance or business degree, 1–4 years of credit card or financial experience, and strong analytical, Excel, and English communication skills. Training and growth opportunities are offered with a supportive team.

Qualifications

• Analytical and problem-solving skills required.
• Proficiency in Microsoft Word, Excel, PowerPoint.
• Excellent English communication (listening, Verbal, written).
• Strong time management and ability to multitask.

Responsibilities

• Analyze and process Fraud/Dispute cases using the TDR system and meet SLAs.
• Manage all phases of the chargeback lifecycle per rules and regulations.
• Proactively investigate potential fraud cases.
• Process system-generated retrieval requests and collect supporting documentation.
• Handle cardholder and non-cardholder disputes for monetary recovery in the First Cycle Chargeback.
• Respond to merchant challenges and assess next steps in Second Cycle Representment.
• Challenge merchant rebuttals to continue recovery in Third Cycle Chargeback.
• Pre-arbitration, case filing, and good-faith collections.
• Maintain understanding of Association Rules and PCI compliance and communicate to cardholders.
• Identify fraud trends and report to fraud strategy team.

Skills

Analytical and problem-solving

Microsoft Office

English communication

Time management

Multitasking

Reliability

Education

Bachelor's degree in finance, Business Administration, or a related field

Tools

TS2/TDR knowledge

Job description

Position Overview

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

Key Responsibilities

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.

Qualifications and Requirements

Educational Background

• Bachelors degree in finance, Business Administration, or a related field preferred.

Experience

• 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/TDR knowledge considered an asset.

Skills and Competencies

• 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.

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.