Candidate Specification

Job Responsibilities:

- Candidate should have 8+ Years of experience in Disputes.
- Experience in Disputes, Credit Card operations and BFSI Support Services.
- Managing fragmented processes within the US banking domain.
- Investigate and adjudicate fraud-related claims including CNP fraud, card-present fraud, account takeover, and unauthorized transactions
- Ensure provisional credit decisions are accurate, timely, and policy-compliant
- Liaise with internal fraud operations and financial crime teams to share dispute intelligence Identify emerging fraud patterns and escalate trends to fraud prevention stakeholders
- Manage scheme chargeback cycles for fraud reason codes under Visa, Mastercard, Amex.
- Manage non-fraud dispute types including duplicate transactions, goods/services not received, incorrect amounts, credit not processed, and merchant errors Process chargebacks, representments, and pre-arbitration cases within scheme timeframes
- Lead and performance-manage a team of disputes analyst across fraud and non-fraud queues Assess, Monitor and Mentor associates QA's, Trainers and Leads Represent the operation in relevant internal and external client relationship meetings and groups
- Prepare for and attend regular client, management and team meetings and contribute to them.



Act as a point of escalation for employee and client issues
- Maintain employee connect at all levels Focus on employees training and development Running engagement and motivational programs for staff
- Support to Line HR and utilize their expertise more from a people engagement and retention perspective Ensure minimal staff attrition and high levels of engagement.
- Uses proficient knowledge to provide guidance in the design, assessment, implementation and/or administration of moderately complex quality assurance programs, practices, and policies.
- Briefs key stakeholders and management on business reviews, results, trends, studies, and initiatives, and recommends courses of action.
- Manage team workload distribution, queue aging, and SLA adherence
- Review and approve dispute decisions that exceed officer authority limits.
- Support internal audits and compliance reviews related to disputes processes.
- Handle customer escalations and complaints relating to dispute outcomes Identify operational inefficiencies and lead process improvement initiatives across fraud and non-fraud workflows
- Explore automation opportunities to reduce manual handling and improve case resolution.
- Candidate should be versatile working in any shifts.

📌 Credit Cards Disputes - Assistant Manager / Delivery Manager (Hyderabad)
🏢 Golden Opportunities
📍 Hyderabad