Insight Global is seeking Agents and Investigators to join our client's back office customer disputes resolution team for a large, tech-forward consumer credit card on site in Hyderabad. Our client is a prominent global bank partnering with Mastercard. As an agent, you will investigate a variety of customer scenarios and take action to resolve issues and inquires following Mastercard rules and guidelines as well as US Regulation Z compliance. Dispute scenarios will be fraud and non-fraud related.

Responsibilities include

- Investigate and resolve customer card transaction disputes received by the front office team through phone, chat and automated intake channels

– Communicate accurate resolution to customers
- Apply a working knowledge of regulatory requirements and industry recovery knowledge to all cases and ensure adherence in aspects of research and resolutions responsibilities
- Act as a SME on process and procedure while recommending appropriate enhancements

Must haves




- 1+ years of experience working within a back office, operational role at a financial institution

- Solid technical aptitude
- Excellent verbal and written communications skills and interpersonal skills

Helpful Backgrounds may Include
- Fraud Analysis

– Credit Risk Analysis
- Credit Management

- Credit Card Collections

- Market Surveillance

- Financial Audit Investigation

Plusses
- Experience investigating and resolving credit card disputes, fraud, or chargebacks
- Knowledgeable in Regulation Z timelines and requirements under the Truth in Lending Act
- Strong knowledge of Mastercard network guidelines, chargeback procedures, and chargeback reason codes highly preferred
- Experience resolving digital wallet transactional disputes, familiarity with navigating complexities of PAN and DPAN codes
- Experience resolving fraud and non-fraud related disputes

📌 Disputes Agent (Hyderabad)
🏢 Insight Global
📍 Hyderabad