Banking Operation Analyst

You will be part of a team performing financially based investigative and assessment activities, drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment. The experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations. Responsibilities: - Provide exceptional customer service by responding to all inbound/outbound inquiries, including general inquiries, chargeback cases, fraud cases, and online disputes. - Respond to cardholder requests for information regarding the status of their dispute/fraud claim. - Analyze and process Fraud/Dispute cases using the TDR case management system, meeting all internal service levels. - Manage all phases of the chargeback lifecycle in compliance with Association Rules and Regulations. - Investigate potential fraud cases and manage the recovery process. - Process system-generated Retrieval requests and initiate disputes for monetary recovery. - Handle merchant challenges, rebuttals, and escalation procedures. - Identify fraud trends through effective case management and report as required. - Adhere to PCI compliance standards, escalation procedures, and Quality Standard Guidelines. - Analyze data and perform trending analysis related to fraud cases. - Verify transactions with cardholders and cooperate with law enforcement agencies. - Report customer feedback and mentor new employees. - Participate in team meetings, coaching, and adhere to NTT DATA Code of Conduct and Credit Card Standards. Requirements: - Demonstrated analytical and problem-solving skills. - Proficiency in Microsoft Suite Applications. - Excellent communication skills. - Personal qualities of adaptability, flexibility, even-temperament, focus, and reliability. - Willingness for continuous learning and self-development. - Ability to work within time constraints and strong keyboarding skills. - Positive attitude, ability to get along with others, and implement change efforts. - Excellent communication skills in English with emphasis on active listening, probing, and negotiation. - Ability to exercise judgment skills in dealing with complex situations. - Minimum of 1-2 years of credit card and/or financial experience. - Customer Service experience and recoveries/chargeback experience in the financial services sector. - Knowledge of Association rules and regulations, TS2/TCS knowledge considered an asset.,