Joint Recovery Processing/Chargeback Analyst

About the job

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.