Senior Executive-Chargeback

Hiring For Senior Executive-Chargeback

Location-Gurgaon

Role Purpose

Responsible for 2nd stage dispute processing (including arbitrations)/ escalations/ complaints, 2nd stage dispute processing has direct financial and reputational impact on the business and hence need utmost care and sensitivity while handling.

Role Accountability

1. Ensure processing of disputes/complaints including detailed review of Network declines, collecting sufficient information to explore every recovery opportunity and mitigate losses including raising Arbitrations
2. Administer dispute decisions, making customer account adjustments. Process disputes quickly and accurately, following up with customers on account actions, while delivering consistently high-quality customer service
3. Liaison with customers for accurate documentation & follow-up for investigation of dispute
4. Work on achievement of daily, monthly Productivity, and quality parameters with customer centric approach
5. Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
6. Maintain knowledge and understanding of the card industry, Visa/MasterCard/Rupay/Amex and regulatory Compliance requirements
7. Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
8. Handle escalations and identify root causes for escalations
9. Highlight issues and process improvement to reduce escalations/enhance customer experience
10. Undertake special assignment as may be given by the reporting manager from time to time 
11. Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
12. Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc.
13. Perform process documentation and compliance adherence

Measures of Success

1. 100% compliance to defined processes by the regulators and network providers i.e. VISA / MasterCard / Rupay / AMEX
2. Achievement of KPIs and SLAs (  Time to service /Accuracy and productivity) as per the plan
3. Reduction in repeat complaints/emails
4. Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Working knowledge of fraud investigations and regulations related to disputes
2. Experience with Visa's VROL and MasterCard system
3. Knowledge of Rupay and American Express Networks is a plus

Competencies critical to the role

1. Detail orientation
2. Verbal and written communication 
3. Analytical skills
4. Stakeholder Management

Qualification

    Graduate in any discipline

Preferred Industry

   FSI