Chargeback Analyst - Work from Home

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What’s in It for You?

• Work-From-Home from Day 1,we supply the equipment needed.Â
• Virtual paid trainingÂ
• RRSP, Short and Long Term Disability options available
• Paid vacation, training & career progression
• Performance bonuses and much more!
  

If you are looking to jump-start your career and join a leading company, then NTT BPO is the place to be!

Rate of Pay: $18.00 - $19.00/HR English                                     Â

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.   Â

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
• 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.

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 min typing per min
• 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/TDR knowledge considered an asset.           Â
  

NTT BPO is an equal opportunity employer and welcomes and encourages applications from people with disabilities. Â Accommodations are available on request for candidates taking part in all aspects of the selection process.

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