BPO Supervisor

NTT DATA, Inc.; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

A global technology services provider is seeking a Joint Recovery Processing/Chargeback professional in Gurugram, India. The role involves managing fraud and dispute cases, ensuring compliance with regulations, and collaborating with a specialized team. Candidates should have a degree in finance or business administration and relevant experience in financial services. Strong analytical skills and proficiency in Microsoft applications are essential. This position offers opportunities for professional development and requires adherence to organizational standards.

Qualifications

• 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.
• Knowledge of Association rules and regulations.
• TS2/TDR knowledge is an asset.

Responsibilities

• Analyze and process Fraud/Dispute cases using the TDR case management system.
• Manage all phases of the chargeback lifecycle according to Association Rules.
• Maintain understanding of all Association Rules and communicate to cardholders.
• Process retrieval requests and supporting documentation.
• Handle disputes for monetary recovery in the First Cycle Chargeback.
• Respond to merchant challenges and assess next steps in Representment.
• Challenge merchant rebuttals to continue recovery in Third Cycle Chargeback.
• Perform pre-arbitration decisions, case filing, and good-faith collections.

Skills

Analytical and problem-solving skills

Proficiency in Microsoft Suite Applications

Excellent communication skills in English

Adaptability and flexibility

Ability to manage multiple tasks simultaneously

Strong keyboarding skills

Time management

Teamwork

Change management

Judgment & decision making

Education

Bachelor’s degree in finance, Business Administration, or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

As a Joint Recovery Processing/Chargeback 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: Joint Recovery Processing/Chargeback
• Status: Full Time – Work from Office
• 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.
  • 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.
  • 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

• 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/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.