Job Description

"Position Overview:

Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations.     

Position: Joint Recovery Processing / Chargeback Analyst
Position Status:     Full Time – Work from Office 
Hours of Work:    Monday – Sunday 7:00am – 7:00pm EST
Department: President’s Choice Financial
Rate of Pay:

Responsibilities:

•    Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to; general inquires, chargeback cases, fraud cases, and online disputes.
•    Respond to cardholder requests for information pertaining to the status of their dispute/fraud claim as it progresses through the case lifecycle.
•    Effectively analyze and process Fraud/Dispute cases using the TDR case management system, while ensuring all internal service levels are met.
•    Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations.
•    Proactively manage and investigate potential fraud cases.
•    Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.
•    Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback.
•    Respond to all merchant challenges and assessing 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 
•    Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters.
•    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.
•    Proactively manage and investigate potential fraud cases.
•    Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
•    Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable.
•    Co-operate with law enforcement agencies.
•    Report customer feedback by adhering to established escalation matrix.
•    Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.
•    Mentor new employees on procedures and systems related to chargeback lifecycle.
•    Adhere to Quality Standard Guides defined by the client.
•    Adhere to requirements and controls in relation to PCI standards.
•    Adhere to all service level agreements outlined by the client.
•    Actively participate in team meetings, one on ones and coaching.
•    Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.

Requirements:

•    Demonstrated analytical and problem-solving skills.
•    Proficient in Microsoft Suite Applications.
•    Excellent communication skills  
•    Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.
•    Willingness to pursue continuous learning and self development.
•    Demonstrated ability to work within time constraints. 
•    Working knowledge of PCs and strong keyboarding skills
•    Positive attitude and demonstrated ability to get along with others.
•    Demonstrated ability to implement change efforts.
•    Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.  
•    Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
•    Minimum of 1-2 years of credit card and/or financial experience
•    1-2 years Customer Service experience an asset.
•    Recoveries/chargeback experience within the financial services sector 
•    Association rules and regulations
•    TS2/TCS knowledge considered an asset."

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