**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 + **Hours:** Monday - Sunday (Rotational Evening Shift) + **Department:** BPO + **Rate of Pay:** Competitive salary based on experience and qualifications **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 recent 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:** + Bachelor's degree in finance,



Business Administration, or a related field preferred. + **Experience:** + Minimum of 1-4 years of credit card and/or financial experience. + 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. **Additional Information:** + This role requires rotational shifts, which may include evenings, weekends, and holidays. + The position offers opportunities for professional growth and development within the Credit Card Operations department. + Adherence to the NTT Data Code of Conduct and NTT Data Credit Card Standards is mandatory.

📌 Banking Operation Analyst (Gurugram)
🏢 NTT America
📍 Gurugram