Reported successfully

Ensure all the disputes and chargeback transactions are completed accurately in a timely manner and reported on weekly basis. Review the chargeback from all issuing & acquiring networks on daily basic to avoid any timeframe delays. Work in close collaboration with peers from Risk Unit, Issuing unit and merchant business support to support the customer/ Merchant customer services.  Enforce strong risk and operational controls at all times and secure satisfactory audit results.

• Manage multiple Card Network related Disputes and Chargeback to deliver based on operation SLA and timeframe given by individual network.
• Engage with internal and external stakeholders to ensure timely manner of dispute resolution and customer service.
• Prepare and submit weekly report/exhibits of the issues to the card Operation manager.
• Ensure all Operations activities are carried out in compliance with authorized processes and procedures and all processes to be documented as per rules from the issuing/acquiring network operator.
• Manage multiple Card Network related Disputes, Chargeback, Re-presentment, Arbitration, Pre Arbitration, Compliance to deliver based on Payment network’s transaction life Cycle
• Engage with internal and external stakeholders to ensure timely manner of dispute resolution and customer service.
• Solving all the Level II tickets to meet SLA escalated by call center for all the disputes transactions related with all the card brands (VISA, Master, UPI, MPU) using ATM, POS, E-Com.
• Manage & supervise subordinates for day to day work related to customer disputes incoming and outgoing chargebacks related to all card networks (MasterCard, Visa, Unionpay, MPU, JCB etc).
• Ensure adherence of all the timelines for dispute processing, chargebacks for both issuing and acquiring transactions.
• Ensure zero error in handling all the dispute and chargeback transactions.
• Ensure zero loss to the bank and customer from chargeback/ disputes.
• Track & ensure timely processing of all the chargebacks cycles (Presentment, Fulfillment, First & Second Chargeback, Pre- Compliance, Arbitration etc).
• Ensure to prepare & submission of all the exhibits, reports, ensure compliance with bank policy for all transaction processing.
• Ensure adherence to the Standard Operating Procedure.
• Provide necessary documentation, details and evidence in a timely manaer to ensure all recoverable chargeback are addressed
• Develop chargeback policies and processes to identity and minimize dispute

• BA or BSc Degree or higher
• 2-5 years of previous chargeback/risk analysis or operations experience preferred
• Demonstrated decision making skills
• A self-starter with a strong sense of urgency
• Ability to spot patterns and formalize complex ideas into a well-defined process
• Proven strong analytical skills
• Proactive thinker constantly seeking improvement opportunities
• Strong interpersonal, verbal, and written communication skills