KYC Analyst

Summary:

The Transaction Disputes Back Office Agent is responsible for reviewing transaction disputes from initiation through resolution, with a strong emphasis on the chargeback lifecycle. This role requires a comprehensive understanding of payment processing, chargeback procedures, fraud detection, and regulatory compliance. The agent will analyze transaction data, gather supporting documentation, and communicate with relevant parties to ensure fair and accurate resolution within established timeframes and card network guidelines.

Responsibilities:

• Chargeback Lifecycle Management:

• Manage disputes throughout the entire chargeback lifecycle, from initial customer inquiry to final resolution.
• Analyze the validity of chargebacks based on card network rules and regulations (Visa, Mastercard, American Express, Discover).
• Initiate chargebacks and representments, ensuring all necessary documentation is accurate and complete.
• Monitor chargeback aging and ensure timely processing to meet network deadlines.

• Investigation and Analysis:

• Thoroughly investigate transaction disputes, including credit card, debit card, and electronic fund transfer (EFT) disputes.
• Analyze transaction data, customer account information, and supporting documentation to determine the validity of claims.
• Identify patterns of fraudulent activity and escalate suspicious cases to the appropriate teams.
• Utilize internal systems and external resources (e.g., card network websites) to gather information relevant to the dispute.

• Communication and Resolution:

• Communicate with customers, merchants, and financial institutions to gather additional information or clarify details related to the dispute.
• Prepare clear and concise written communication to document the investigation process and resolution.
• Apply knowledge of Regulation E (Electronic Fund Transfers) and other relevant regulations to ensure compliance.
• Negotiate settlements with merchants or customers when appropriate.
• Process chargebacks and representments according to card network rules and regulations.

• Documentation and Reporting:

• Maintain accurate and detailed records of all dispute investigations and resolutions, including all actions taken within the chargeback lifecycle.
• Update case management systems with relevant information and status updates.
• Ensure compliance with all applicable policies, procedures, and regulatory requirements.

Qualifications:

• Experience: 1-3 years of experience in a back-office operations role, preferably in transaction disputes, fraud investigation, payment processing, with direct experience managing chargebacks.
• Education: Bachelor's degree in a related field (e.g., Finance, Business Administration) preferred.

• Skills:

• Strong analytical and problem-solving skills related to chargeback analysis.
• Excellent written and verbal communication skills.
• In-depth knowledge of payment processing systems and card network rules (e.g., Visa, Mastercard, American Express, Discover) specifically related to chargebacks.
• Familiarity with Regulation E and other relevant regulations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize workload effectively.

Key Competencies:

• Analytical Thinking: Ability to analyze complex information and identify key issues related to chargeback disputes.
• Problem Solving: Ability to develop and implement effective solutions to resolve disputes and manage chargebacks effectively.
• Communication: Ability to communicate clearly and effectively with customers, merchants, and internal stakeholders regarding chargeback processes.
• Compliance: Understanding of and adherence to relevant regulations and policies governing chargebacks.
• Customer Focus: Commitment to providing excellent customer service throughout the chargeback process.