Assistant Manager - Dispute Management

About the company

At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

What s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees


2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees


3. Dynamic, Inclusive and Diverse team culture


4. Gender Neutral Policy


5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits


6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

To comprehensively review customer Fraud Disputes and Alerts for all types of Fraud scenarios, analyze customer & account behavior to understand fraud behavior & modus and initiate action for Merchant Recovery. Liaison with. Merchants, intra & inter-functional stakeholders for faster dispute resolution, Merchant Recovery, better fraud mitigation prevention & detection.

Role Accountability

1. Enhanced and Holistic Review of Fraud Disputes:


2. Perform holistic review of fraud disputes & alerts by leveraging Bureau, Alternate sources of data including bureau, EPFO, online validation in public databases, internal & external databases to identify anomalies to identify identity takeover, 1st-party / 3rd-party frauds, online frauds etc.


3. Communicate & probe to understand the modus and block / unblock cards if required.


4. Perform RCA to identify Process Lapses & Fraud Patterns.


5. Report/flag off fraud patterns & report the same to team leads/analytics team for preventive action.


6. Coordinate with intra/inter-functional stakeholders to address/rectify the Process Lapses & avoid further disputes.


7. Ensure adherence to regulatory compliance on KYC and transaction monitoring


8. Fraud awareness to customers to safeguard them against potential fraud threats


9. Interact with merchants and Law Enforcement Agencies (LEAs) for transaction reversal cases and raising red alerts for ongoing fraud


10. Handling escalations received from the Banking Ombudsman, Internal Ombudsmen, Government, Senior Management, and Other Functions and ensuring to timely action and response with complete accuracy.


11. Allocation & coordination with the Investigation Team for field validation of disputes.


12. Keep track of actioned cases and coordinate with stakeholders for faster resolution of dispute.


13. Responsible for preparing the Approval documents to be presented to Fraud Loss & Customer Compensation Approval Committee in the required format & closure of cases in system post-approval.

Process Excellence:

1. Ensure Accuracy & TAT adherence in processing & closure of customer fraud disputes.


2. Ensure adherence to process SOPs & customer contact policies


3. Identify and suggest improvement areas for increased fraud mitigation, and increased merchant reversals and share with team leads/process leads for evaluation & implementation


4. Readiness of disputes in required format for Fraud Loss & Customer Compensation Committee approval.

Measures of Success

1. Productivity (No. of dispute SRs reviewed & processed in a day) as per MOU


2. Fraud Dispute review and decisioning Accuracy


3. Fraud trends highlighted and process improvement opportunities suggested


4. Readiness of disputes in required format for Fraud Loss & Customer Compensation Committee approval.


5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Subject Matter Champion on Fraud Management, Application Sourcing and Transaction Processing systems and KPI


2. Deep knowledge of fraud management, application sourcing and transaction processing systems and KPI


3. Experience of documenting case facts

Competencies critical to the role

1. Analytical Ability and Problem Solving


2. Decisiveness


3. Listening skills


4. Probing skills


5. Process Orientation

Qualification

Graduate or Masters Degree

Preferred Industry

Banking / Financial Services /Consulting/Fraud Strategy/Ecommerce