Walk-In Drive - Fraud (Disputes, Chargeback) on 30th Sept. BLR

Infosys BPM Ltd.; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Infosys BPM Ltd. in Bengaluru is seeking Senior Process Executive & Process Specialist with 1-4 years of experience. Any graduate candidates with immediate to 30 days notice are encouraged to apply. The role offers shift flexibility and Bangalore walk-ins are preferred.

The position involves customer service back-office operations, case processing, and dispute handling in line with Mastercard network rules. International experience is mandatory for this role.

Qualifications

• Graduates with full-time degree.
• 1-4 years of experience.
• Immediate to 30 days notice period.
• Willing to work in Bangalore for walk-ins.

Responsibilities

• 1-2 years of relevant experience.
• Available for rotating shifts across weekdays and weekends.
• 1-2 years in a customer service back-office operations, or case-processing role.
• Prior card disputes, chargeback, or transactional fraud experience.
• Background in a bank, card issuer, or payments back office.
• Exposure to a card network dispute platform such as Mastercom.
• Experience in a role where decisions were reviewed or audited.
• Work on dispute cases from intake to outcome within queue deadlines.
• Review transaction details and supporting documents against the checklist.
• Confirm claim type and apply eligibility criteria to reach outcomes.

Education

Any Graduates - Full time Graduates

Job description

Please find below Job Description for your reference:

Qualification:

Any Graduates - Full time Graduates

Experience:

1-4 Years

Notice Period:

Immediate to 30days

Shift Timings:

Flexible for shifts.

Job Level:

2A & 3A

Designation:

Senior Process Executive & Process Specialist

Note:

• Candidates who are available in Bangalore only preferred for walk-In.
• International Experience is mandatory(No Domestic Experience)

Key Responsibilities:

• 1-2 years of relevant experience.
• Available for rotating shifts across weekdays and weekends.
• 1-2 years in a customer service back-office operations, or case-processing role
• prior card disputes, chargeback, or transactional fraud experience.
• Background in a bank, card issuer, or payments back office.
• Exposure to a card network dispute platform such as Mastercom.
• Experience in a role where decisions were reviewed, challenged, or audited after the fact.
• Work assigned dispute cases from intake to outcome within the turnaround time set for the queue.
• Review transaction detail, account activity, and any documents the customer has provided against the checklist for that claim type.
• Confirm the claim type third-party fraud, first-party (customer-involved) fraud, unauthorized use, or merchant dispute using the indicators set out in procedure and the wider evidence on the file.
• Apply the eligibility criteria and network timelines to reach the outcome: accept, reject, submit, or escape.
• Request further information from the customer where it is needed to close a gap in the evidence, and be specific about what is being asked for and why.

Judgement and Decisioning:

• Weigh conflicting, partial, or unverifiable evidence and reach a defensible position where the file does not produce a clean answer.
• Distinguish third-party fraud from first-party involvement using transaction, device, merchant, and account behaviour patterns not the customer's account of events alone.
• Recognise when a case sits outside the fact pattern the procedure anticipated, and reason from the underlying principles network rules, liability allocation, and evidence standards rather than forcing the case into the nearest template.
• Test the claim narrative against the record: look for what does not fit, and follow it, rather than confirming the first plausible read.
• Separate a case that is hard from a case that is out of scope. Work the first. Escalate the second, with a clear statement of the question being asked.
• Prepare and submit eligible chargebacks under the correct reason code, within network deadlines.
• Move cases through representment, pre-arbitration, and arbitration as each deadline comes due.
• Record evidence, case notes, and the reasoning behind the decision in full what was considered, what was ruled out, and why so that a reviewer can follow the file without asking questions.
• Escalate cases above the agent's authority limit, or where a policy decision is required, to the Team Leader.

Customer Outcomes and Feedback:

• Give the customer the outcome and next steps in clear written English, using approved templates.
• Stay professional and measured on contested and declined claims.
• Flag repeat claimants, unusual merchant activity, and emerging patterns that the current procedure does not account for.
• Raise errors, gaps, and ambiguity in the procedure to the Team Leader, with a view on what the rule should be.

We need The Disputes Agent works transactional dispute claims from intake to outcome using documented dispute procedures and Mastercard network rules. Most claims follow a defined path: review the transaction and account detail, confirm the claim type, apply the eligibility criteria, record the outcome, and submit or escrow.

Documents to Carry:

• Carry a printout your updated resume.
• Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
• All original education documents needs to be available for verification.(10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree)

Pointers to note:

• Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
• Original Government ID card is must for Security Clearance