FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.
Value Preposition
- 1. Exposure to Critical Cards Process
Opportunity to work within critical cards and chargeback processes, ensuring seamless implementation of regulatory and operational changes in a high-impact, regulated environment.
- Cross-Functional Collaboration
Engage with global teams across product, technology and operations, contributing to process improvements and automation in a key transformational space.
Job Details
Position Title: Analyst - Banking OperationsCareer Level: P1Job Category: AnalystRole Type: HybridJob Location: Bangalore
About The Team
The team provides operational support for the cards business unit in the execution of consumer and business claims related to transaction disputes. This agent would handle various daily activities and processes associated with claims while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business
Impact (Job Summary/Why This Role Matters)
The successful candidate will be responsible for performing and developing expertise of the departments’ daily operations and providing operational support to internal business partners and or clients. Accountable for performing assigned standard and non-standard functions efficiently with minimal supervision and ensuring all regulations, procedures, and polices are adhered to.
- Key Deliverables (Duties and Responsibilities)
- The agent would review & process various types of debit card and credit card claims for both fraudulent and non-fraudulent transactions.
- Review transactions to identify chargeback opportunities for potential recovery and process those transactions through completion.
- Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service.
- Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities.
- Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
- Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests.
- Skills and Qualification (Functional and Technical Skills)
Functional Skills:
- 2-4 years’ experience with credit card chargebacks and disputes processing.
- Bachelor’s Degree/master’s degree in Banking and Finance
- Tracking, verifying, and/or inputting information.
- Reviewing accuracy of information or documents
- Completing research requests submitted through workflow system providing documents requested and researching queries.
- Works within established procedures, processes and/or regulatory guidelines
- Coordinate Business and project change requirements with cross functional teams.
- General knowledge of bank products, regulations, Processes, and procedures
- Intermediate to advanced knowledge of MS Excel and power point presentations
- Excellent communication skills, including ability to express well-reasoned, independent thought. Natural ability to speak and write effectively at all organizational levels.
- Technical/Business Skills:
- Strong attention to detail
- Ability to multi-task and produce excellent work under multiple, tight deadlines.
- Able to research and solve simple scenarios and moderately complex scenarios under guidance.
- Problem Solving/Analysis
- Executes tasks efficiently and quickly with strong attention to detail and deadlines.
- Ability to prioritize deliverables and assignments.
- Exercises judgment within defined procedures and practices to determine appropriate actions.
- Relationships & Collaboration
- Comfortable interacting with internal clients
- Builds relationships with team and other internal clients and collaborates to resolve issues.
- Accessibility Needs
We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.
Equal Employment Opportunity
FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.
