Position Responsibilities Role Purpose Responsible for ensuring accurate processing for High Value Disputes and ensure strong controls on the process ensuring no financial/ reputational impact. Role Accountability 1. Review, approve reject chargeback processing of high value disputes by pulling information on past disputes to identify dispute trends and ensure error free chargeback processing on both Network and CRM
2. Provide feedback to Chargeback processing team on how to improve on internal controls and also pinpoint areas where risks/processing delays/system issues related to disputed transactions can be minimized
3. Examine disputes for fraud patterns or inconsistencies in customer transaction activity for disputes raised, highlight to internal teams- credit and FRM for detailed investigation and merchant/ account closure
4. Provide documentation for the purpose of supporting all financial transactions/reconciliation and maintain a repository of all Business Approvals taken for these postings
5. Perform detailed review and investigate disputed card transactions, collecting sufficient information to explore every recovery opportunity and mitigate losses
6. Track all inventories regularly and report to the management on the pending/complex disputes.
7. Handle escalations and identify root causes for escalations
8.Track all MIS published by WFM ( TAT Burst, Not Submitted , Inventory) etc.
9. Analyze and reduce repeat complaints
10. Identify ways of improving current processes to enhance customer experience.
11. Ensure Regular SOP Documentation basis internal process changes and Network Guidelines
12. Undertake special assignment as may be given by the reporting manager from time to time
13. Conduct regular Internal audit for all financial processes, ensure error rectifications and provide training to team
14. Review Benchmark process policies, SOPs on a regular basis
15. Assist auditors - internal and external- with documentation and process walkthroughs required for the auditors to perform audits
16. Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
17. Produce monthly process performance reporting for tracking and customer issues /resolution etc
18. Work with CS training team to drive creation of CS helpline /backend team content creation in order to ensure frontline staff is able to answer the most frequently asked questions and backend team is well trained
19. Ensure process documentation and compliance adherence Measures of Success(Define the Outcomes expected of the role) 1. Reduction in repeat customer complaints
2. Timely and accurate system/process/policy changes implementation
3. No. of process gaps identified and fixed
4. Creation of business SOPs with timely updation
5. No adverse observations in internal/external audits
6. Timely and accurate publication of MIS/ Business dashboards
7. Process Adherence as per MOU Technical Skills / Experience / Certification (If any) 1. Knowledge of dispute investigations and regulations related to disputes.
2. Experience with Visas VROL and MasterCard system
3. Knowledge of Rupay and American Express Networks is a plus Competencies critical for role with High Proficiency Analytical ability
Process Orientation
Customer Orientation
Verbal and Written Communication
Teamwork Collaboration Key External Stakeholder(s) Networks (Visa , Master, Rupay Amex) , Acquiring Banks and Payment Aggregators Key Internal Stakeholder(s) All Front End Channels, Value Servicing, Sales, IT, Corporate, FCU Credit Must have Qualification Graduate in any discipline Over All experience in role 6 - 9 Years of post qualification experience Relevant Experience with respect to the role 3 - 5 years of experience in customer services and dispute management Preferred Industry(If any) FSI
