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 Good-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.

• Co-operate with law enforcement agencies.

• Report customer feedback by adhering to established escalation matrix.

• Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.

• Mentor new employees on procedures and systems related to chargeback lifecycle.

• Adhere to Quality Standard Guides defined by the client.

• Adhere to requirements and controls in relation to PCI standards.

• Adhere to all service level agreements outlined by the client.

• Actively participate in team meetings, one on ones and coaching.

• Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.

Requirements:

• Demonstrated analytical and problem-solving skills.

• Proficient in Microsoft Suite Applications.

• Excellent communication skills

• Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.

• Willingness to pursue continuous learning and self development.

• Demonstrated ability to work within time constraints.

• Working knowledge of PCs and strong keyboarding skills

• Positive attitude and demonstrated ability to get along with others.

• Demonstrated ability to implement change efforts.

• 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.

• Minimum of 1-2 years of credit card and/or financial experience

• 1-2 years Customer Service experience an asset.

• Recoveries/chargeback experience within the financial services sector

• Association rules and regulations

• TS2/TCS knowledge considered an asset.