Fraud & Dispute Specialist

Role & responsibilities

• Support and capture all pertinent information from customers about their claims.
• Conduct research and provide updates on the status of new and existing claims.
• Identify opportunities to improve customer experience after fact-based research of complex account activity and take appropriate actions to manage the claim.
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while investigating the claims.
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers.
• Work with Financial Crimes Management to implement department Policies/procedures to maximize efficiency, enhance the Clients experience and ensure compliance with government regulatory requirements, including Reg-E, VISA & Mastercard Rules and Regulations, the Bank Secrecy Act, USA PATRIOT Act and FACTA
• Drafting Statement of Work and creating process maps and process flows as needed.
• The Fraud Dispute Specialist will be responsible for workflow management, production monitoring, quality, chargeback effectiveness and process improvement efforts.
• Create Dashboards using Excel to report out process KPIs.
• Review returned checks for potential blocks on accounts.
• Research and respond to correspondence from external sources.
• Research claims of unauthorized transactions per Regulation Z guidelines.
• Process account closures.
• Review returned checks for potential blocks on accounts.
• Review security reports for potential losses on accounts; • Review reports for reopening/reinstatement of accounts.

Preferred candidate profile

• 3 - 6 years of experience in customer service, financial services, Fraud, or investigations.
• Graduation in any Discipline.
• Knowledge on Detection Operation Processes in Fraud or Disputes processing including chargebacks and transaction level monitoring. 
• Knowledge on Fraud Life cycle for Credit card, Check, and Online Fraud products.
• Previous experience in the Credit Card processing industry is highly desired.
• Knowledge of US Banking regulations like Reg-E, FCRA, UDAAP etc.,
• Excellent verbal, written, and interpersonal communication skills.
• Ability to learn quickly and transfer knowledge.
• Strong working knowledge of Excel Dashboards.
• Ability to drive and lead organizational change in a dynamic environment.
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
• Expert knowledge of Reg E / Expert knowledge of VISA/ Mastercard Operating Rules & Chargeback Guidelines