Credit Card Operations Analyst - Chargeback and Fraud Management

Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases. - Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable. - Cooperate with law enforcement agencies. - Team Collaboration and Mentorship:

Report customer feedback by adhering to the established escalation matrix. - Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill. - Mentor new employees on procedures and systems related to the chargeback lifecycle. - Actively participate in team meetings, one-on-ones, and coaching sessions. Qualifications and Requirements:

Educational Background:

Bachelors degree in finance, Business Administration, or a related field preferred. - Experience:

Minimum of 1-4 years of credit card and/or financial experience. - Recoveries/chargeback experience within the financial services sector. - Knowledge of Association rules and regulations. - TS2/TDR knowledge considered an asset. - Skills and Competencies:

Demonstrated analytical and problem-solving skills. - Proficiency in French language (Read, Write, Speak)

Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint). - Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills. - Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability. - Willingness to pursue continuous learning and self-development. - Ability to work efficiently within time constraints and manage multiple tasks simultaneously. - Strong keyboarding skills and working knowledge of PCs. - Positive attitude and demonstrated ability to get along with others. - Ability to implement change efforts. - Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations. Role Overview: As a Joint Recovery Processing/Chargeback Analyst, you will be part of a specialized team performing financially based investigative and assessment activities. Reporting to the Supervisor of Joint Recovery Processing, you will leverage your experience from Risk Operations or Financial Service roles within a BPO environment to build a solid foundation for a career in Credit Card Operations. Key Responsibilities:

Fraud and Dispute Management:

Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met. - Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations. - Proactively manage and investigate potential fraud cases. - Chargeback Processing:

Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate. - Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback. - Respond to merchant challenges and assess next steps in the Second Cycle Representment. - Challenge merchant rebuttals to continue th