Join a specialized team as a Joint Recovery Processing/Chargeback Analyst, performing crucial financial investigations and assessments. This full-time, onsite role offers a strong foundation for a career in Credit Card Operations within a BPO environment, reporting to the Supervisor of Joint Recovery Processing.

The position involves analyzing and processing various fraud and dispute cases, managing the entire chargeback lifecycle in adherence to industry regulations. You will proactively investigate potential fraud, process retrieval requests, and handle cardholder-initiated disputes for monetary recovery. Furthermore, you will assess merchant challenges and rebuttals, making decisions on pre-arbitration and good-faith collections.

Key responsibilities include maintaining a deep understanding of Association Rules and Regulations, identifying fraud trends for strategy teams, and reporting on fraud types. Compliance with departmental escalation procedures, Quality Standard Guidelines, and PCI compliance is essential. Data analysis for trending fraud cases and conducting outbound verification calls will also be part of your role, along with cooperating with law enforcement agencies when required.

Analyze and process fraud/dispute cases using the TDR system, meeting all service level agreements. Manage all chargeback lifecycle phases according to Association Rules and Regulations. Proactively investigate and manage potential fraud cases. Process system-generated retrieval requests and order supporting documentation for cardholder-initiated disputes. Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback. Respond to merchant challenges and assess next steps during the Second Cycle Representment. Challenge merchant rebuttals for continued recovery in the Third Cycle Chargeback. Make decisions on pre-arbitration, case filing, and good-faith collections. Understand and communicate all Association Rules and Regulations to cardholders. Identify potential fraud trends for analysis by the fraud strategy team and report on fraud types. Adhere to escalation procedures, client-defined Quality Standard Guidelines, and PCI compliance requirements. Analyze data and perform trending analysis on fraud cases using available tools. Conduct outbound calls to cardholders to verify transaction validity or non-monetary activity. Cooperate with law enforcement agencies when necessary. Report customer feedback according to the escalation matrix. Maintain composure during conflict and stressful situations while providing high customer service. Mentor new employees on chargeback lifecycle procedures and systems. Actively participate in team meetings, one-on-ones, and coaching sessions.

A Bachelor’s degree in finance, Business Administration, or a related field is preferred. Minimum of 1-4 years of experience in credit card and/or financial services, with a focus on recoveries/chargebacks. Familiarity with Association rules and regulations is crucial. Knowledge of TS2/TDR systems is considered an asset. Demonstrated analytical and problem-solving skills are essential. Proficiency in Microsoft Suite applications (Word, Excel, PowerPoint) is required. Excellent English communication skills, including active listening, probing, and negotiation. Proficiency in the French language (Read, Write, Speak) is beneficial. Personal qualities such as adaptability, flexibility, even-temperament, focus, and reliability are highly valued. Must be willing to pursue continuous learning and self-development. Ability to manage multiple tasks simultaneously and work efficiently within time constraints. Strong keyboarding skills and working knowledge of PCs. A positive attitude and the ability to collaborate effectively with others. Capability to implement change initiatives. Demonstrated ability to exercise sound judgment in moderately complex situations. This role requires rotational shifts, potentially including evenings, weekends, and holidays. Adherence to NTT Data's Code of Conduct and Credit Card Standards is mandatory.