French Associate-Banking Operations

Job description

Joint Recovery Processing/Chargeback Analyst-French Language

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
• Rate of Pay: Competitive salary based on experience and qualifications
• French Language role

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.
• B2 level certification in French

Experience:

• Minimum of 1-4 years of credit card and/or financial experience. or in French language
• 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 French language (Read, Write, Speak)
• 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.

Grade 5 - 2 Years of Experience 6.6 LPA +Variable+ Night Shift Allowances

Riya Puri

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