Position: Joint Recovery Processing / Chargeback Analyst- French

Position Status: Full Time Work from Office

Hours of Work: Rotational US Shift

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 Positive-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.
- Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
- 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.

Requirements:

- Demonstrated analytical and problem-solving skills.
- Excellent communication skills
- Minimum 2 years of experience in Chargeback in Banking Client Environment.
- Minimum of 1-2 years of credit card and/or financial experience
- Excellent Proficiency in French B2
- 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.
- Recoveries/chargeback experience within the financial services sector.

📌 Banking process (Chargeback)- Frenchcertified (Gurugram)
🏢 NTT DATA
📍 Gurugram