Banking Operation Analyst

As a Joint Recovery Processing / Chargeback Analyst reporting to a Supervisor of Joint Recovery Processing at Presidents Choice Financial, you will be part of a team conducting financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, this specialized position will lay a solid foundation for your career in Credit Card Operations. **Key Responsibilities:** - Provide exceptional customer service by handling inbound/outbound inquiries related to general queries, chargeback cases, fraud cases, and online disputes. - Respond to cardholder requests regarding the status of their dispute/fraud claim throughout the case lifecycle. - Analyze and process Fraud/Dispute cases using the TDR case management system, meeting internal service levels. - Manage all phases of the chargeback lifecycle following Association Rules and Regulations. - Investigate potential fraud cases proactively and process Retrieval requests as needed. - Process cardholder and non-cardholder-initiated disputes for monetary recovery. - Handle merchant challenges, rebuttals, and next steps in the chargeback process. - Maintain a thorough understanding of Association Rules and Regulations, identifying potential fraud trends. - Utilize data analysis tools for trending analysis in fraud cases. - Contact cardholders for transaction verification and cooperate with law enforcement agencies. - Report customer feedback, mentor new employees, and adhere to Quality Standards and PCI compliance. - Participate in team meetings, one-on-ones, coaching, and follow NTT DATA Code of Conduct and Credit Card Standards. **Qualifications Required:** - Demonstrated analytical and problem-solving skills. - Proficiency in Microsoft Suite Applications. - Excellent communication skills and interpersonal skills. - Adaptability, flexibility, reliability, and willingness for continuous learning. - Ability to work within time constraints and implement change efforts. - Working knowledge of PCs, strong keyboarding skills, and positive attitude. - Minimum 1-2 years of credit card and/or financial experience. - Customer Service experience and recoveries/chargeback experience in the financial services sector. - Familiarity with Association rules and regulations, TS2/TCS knowledge considered an asset. This role offers you the opportunity to apply your expertise in Risk Operations/Financial Services to a specialized position in Credit Card Operations at Presidents Choice Financial, providing a platform for career growth and development.,