Sr. Executive - Chargeback Analyst

Role & responsibilities Daily review and processing of Pre Arbitration onwards Inventory & Customer Escalations from all of the various channels with the goal of minimizing potential losses. -Responsible for processing of disputes/complaints as per Network Guidelines and Regulatory Requirements ensuring there is no financial loss/customer or reputational impact. - 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. - Maintain knowledge and understanding of the card industry, Visa/MasterCard/Rupay & Amex and regulatory Compliance requirements. - Validate and confirm the veracity of the documents shared under Representment by Acquirer to validate stance/ cardholder to pursue the dispute. - Liasioning with customers & All Network for accurate documentation & follow-up for investigation of dispute. - Achievement of daily & monthly Productivity and Quality parameters - Performs proper review and investigates disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities in order to mitigate losses - Responsible for managing Customer Complaints /2nd Review of Disputes and ensuring accurate processing of Cases -To Perform proper review and investigates disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities in order to mitigate losses - Responsible for sharing Disputes/Complaint Analysis for regular Process Improvement to identify the true nature of Complaints and work towards reduction of the same. - Ensuring on time resolution on all Complaints/to all stakeholders -Ensure daily productivity metrics achievement with customer centric approach. -Maintain reports / MIS / dashboards for the activities handled to monitor performance and progress. Measures of Success (Define the Outcomes expected of the role) - Meeting Productivity and Accuracy Targets as per Business Defined Targets - Ensuring Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors - 100% compliance to defined processes by the regulators and network providers i.e VISA / MasterCard/ Rupay & AMEX Technical Skills / Experience / Certification (If any) Working knowledge of fraud investigations and regulations related to disputes. Experience with Visa's VROL and MasterCard system Knowledge of Rupay and American Express Networks is a plus Competencies critical for role with High Proficiency Preferred candidate profile Perks and benefits