Dispute Reconciliation - Analyst

HSBC Holdings plc; Hyderabad; Hybrid; INR 450,000 - 700,000; Full time

Job summary

HSBC Holdings plc in Hyderabad is seeking an Analyst to support Dispute Reconciliation within the Global Operations team. The role mixes on-site and remote work in a hybrid model, focusing on reviewing onboarding and servicing requests within the MENA disputes framework.

You will handle chargebacks, investigate disputed transactions, ensure compliance with card-scheme rules, and contribute to process improvements.

Qualifications

• Knowledge of card dispute processes and chargebacks procedures.
• Experience in interpreting fraud indicators and irregular customer requests.
• Ability to review cases and ensure compliance with card schemes and internal policies.
• Proficiency in data handling, reporting and documentation.

Responsibilities

• Review and process chargeback and dispute cases per internal procedures and card-scheme rules.
• Investigate disputed transactions by examining data, customer info, authorisations and evidence.
• Determine dispute codes and assess eligibility criteria for relief or recovery.
• Prepare and submit chargeback, representment or arbitration docs within deadlines.
• Maintain accurate case records including decisions, actions and evidence.
• Communicate case outcomes clearly to customers and stakeholders.

Skills

Cards Knowledge

Chargebacks knowledge

Chargebacks processes

Reconciliations

English fluency

Education

Graduation

Tools

Excel

PowerPoint

Database applications

Word processing

Job description

Job title: Dispute Reconciliation - Analyst

• This job profile provides a broad overview of the Client and Claims Processor and is not intended to exhaustively describe the job.
• This position is part of the Global Operations team, MENA Disputes operations . The role holder will be required to provide delivery of an optimum customer experience, reviewing the onboarding and servicing requests with in MENA Disputes Team.
• This role will be Hybrid model based, located in Hyderabad (Hitec City).

In this role, you will:

Key activities and decision making areas

• Instructions / requests are correctly interpreted and fully undertaken.
• Common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
• Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
• Demonstrate ways to improve customer service, increase productivity and reduce operational losses.
• All data requirements (timesheets and ad hoc process information) is accurately updated in a timely manner.

Quality and Customer Service

• Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• Contribute to the team effectively and manage for value at all times.
• Issues / problems are effectively investigated and resolved or are

Technical knowledge

• Acquire and update knowledge on procedures related to relevant processes.

Compliance

• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
• To be aware of the Operational Risk scenario associated with their role, and to ensure that all actions take account of the likelihood of operational risk

Tasks and responsibilities of the job holder may include some or all of the following:

• Review and process chargeback and dispute cases in accordance with internal procedures and applicable card-scheme rules.
• Investigate disputed transactions by examining transaction data, customer information, authorisation records and supporting evidence.
• Determine the appropriate dispute reason code and assess whether the case meets the relevant eligibility criteria.
• Prepare and submit chargeback, representment, pre-arbitration or arbitration documentation within required deadlines.
• Review responses and evidence received from merchants, acquirers, issuers and other payment stakeholders.
• Maintain accurate and complete case records, including decisions, actions, evidence and correspondence.
• Contact customers or internal stakeholders when additional information is required to progress a case.
• Communicate case outcomes clearly and professionally, including any applicable credits, debits or next steps.
• Monitor outstanding cases and ensure all service-level, scheme and regulatory deadlines are met.
• Identify potentially fraudulent, suspicious or unusual activity and escalated it through the appropriate channels.
• Reconcile chargeback adjustments and support the accurate posting of financial entries.
• Investigate discrepancies between dispute systems, transaction records and settlement or accounting data.
• Produce regular reports on case volumes, ageing, outcomes, recoveries, losses and emerging trends.
• Maintain awareness of changes to card-scheme rules, payment processes and internal operating procedures.
• Work with Fraud, Risk, Compliance, Customer Service, Finance, Technology and Payments teams to resolve complex cases.
• Identify recurring causes of disputes and recommend improvements to processes, controls, customer communications or merchant practices.
• Support quality checks, audit requests, control testing and operational-risk reviews.
• Protect customer and business information in line with data-protection, confidentiality and information-security requirements.
• Contribute to a positive team environment by sharing knowledge, supporting colleagues and helping improve operational performance.
• Review all the entries within intermediatory suspense accounts to ascertain Fraud/uneconomical losses/Good Will and Operational Losses for the month.
• Ability to identify entries outside normal procedures, to make sound, considered decisions, and elevate to the leadership team where appropriate – considering both the customer impacts and the inherent risk for both customer and company
• Ability to articulate case decision/rationale to internal colleagues and where required, in response to the Financial Ombudsman
• Feedback & coaching: Ensure constructive feedback to processing staff on any error observed while reviewing the entries.
• Business support: Provide SME support on all Fraud related queries from FCTM team and business.
• MI reports – Responsible to maintain Year on Year fraud trends across all countries in MENA Region.
• An ability to manage caseloads/daily tasking queues effectively against changing priorities
• Training/Coaching and development of colleagues for skills and capability improvement whenever required
• Use knowledge of card scheme changes, products, processes and procedures to address customer needs both through the team and individually
• Continually evaluate processes and procedures to support long-term innovative, efficient solutions

To be successful you will:

Skills/Qualifications/Experience

• Cards Knowledge(E)
• Chargebacks knowledge (A)
• Knowledge and experience of working in Chargebacks processes (A)
• Understanding on reconciliations (A)
• Computer literacy (word processing, PowerPoint, Excel, and database applications) (E)
• Excellent oral, written, and interpersonal communication skills. (E)
• Ability to adapt in a dynamic and fast-paced environment. (E)
• Graduation(E)
• Ability to speak and understand English fluently.
• Ability to write business letters and reports, prepare Mis on excels and analyse the same.
• Ability to grasp quickly.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts.
• Good interpersonal/Communication skills
• Ability to multitask

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***