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: • Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met. • Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations. • Proactively manage and investigate potential fraud cases. • Chargeback Processing: • Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate. • Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback. • Respond to merchant challenges and assess 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 Good-faith Collections. • Compliance and Reporting: • Maintain a thorough understanding of all Association Rules and Regulations and communicate these to cardholders. • 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. • Data Analysis: • Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases. • Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable. • Cooperate with law enforcement agencies. • Team Collaboration and Mentorship: • Report customer feedback by adhering to the established escalation matrix. • Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill. • Mentor new employees on procedures and systems related to the chargeback lifecycle. • Actively participate in team meetings, one-on-ones, and coaching sessions. Qualifications and Requirements: • Educational Background: • Bachelor’s degree in finance, Business Administration, or a related field preferred. • Experience: • Minimum of 1-4 years of credit card and/or financial experience. • Recoveries/chargeback experience within the financial services sector. • Knowledge of Association rules and regulations. • TS2/TDR knowledge considered an asset. • Skills and Competencies: • Demonstrated analytical and problem-solving skills. • Proficiency in French language (Read, Write, Speak) • Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint). • Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills. • Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability. • Willingness to pursue continuous learning and self-development. • Ability to work efficiently within time constraints and manage multiple tasks simultaneously. • Strong keyboarding skills and working knowledge of PCs. • Positive attitude and demonstrated ability to get along with others. • Ability to implement change efforts. • 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 professional 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.