"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: o Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met. o Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations. o Proactively manage and investigate potential fraud cases. - Chargeback Processing: o Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate. o Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback. o Respond to merchant challenges and assess next steps in the Second Cycle Representment. o Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback. o Decisioning Pre-arbitration, Case Filing, and Good-faith Collections. - Compliance and Reporting:



o Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders. o Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team. o Report on each fraud type as required. o 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: o Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases. o Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable. o Cooperate with law enforcement agencies. - Team Collaboration and Mentorship: o Report customer feedback by adhering to the established escalation matrix. o Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill. o Mentor new employees on procedures and systems related to the chargeback lifecycle. o Actively participate in team meetings, one-on-ones, and coaching sessions. Qualifications and Requirements: - Educational Background:



o Bachelor's degree in finance, Business Administration, or a related field preferred. - Experience: o Minimum of 1-4 years of credit card and/or financial experience. o Recoveries/chargeback experience within the financial services sector. o Knowledge of Association rules and regulations. o TS2/TDR knowledge considered an asset. - Skills and Competencies: o Demonstrated analytical and problem-solving skills. o Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint). o Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills. o Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability. o Willingness to pursue continuous learning and self-development. o Ability to work efficiently within time constraints and manage multiple tasks simultaneously. o Strong keyboarding skills and working knowledge of PCs. o Positive attitude and demonstrated ability to get along with others. o Ability to implement change efforts. o 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 qualified 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 Operations Analyst (Gurugram)
🏢 NTT America
📍 Gurugram