Fraud Dispute Chargeback Analyst

Responsibilities: * Perform research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution. * Investigate complex / high dollar non-fraud (merchant) disputes and take appropriate actions to help resolve the claim. * Inbound / Outbound contact merchants and/or customers to verify transaction information or gather additional information to complete an investigation. * Perform chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and/or customer. * Complete issuance of provisional credits, customer letters, and handling representments and pre-arbitration/compliance cases * Perform required tasks per regulations, business policy and procedures, and card network mandates * Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure * Agent is expected to be up to date on latest fraud modus operandi that are currently trending in the market * Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends * Consistently achieve/exceed quality standards for investigations * Participate in ad hoc projects/assignments as necessary * Other duties as assigned Minimum qualifications * Relevant work experience performing Dispute Investigations in the debit and/or credit card industry * Keen attention to detail & risk identification * Basic knowledge of Banking Industry & Regulatory Environment with in-depth knowledge of Regulations * Working knowledge of credit and debit card processes, terminology and software * Familiarity with the chargeback lifecycle including in-depth knowledge of the EMV mandate and liability determinations for fraud events * Experience analyzing/investigating banking transactional activities and consumer behavior * Performed transaction reviews to identify fraudulent activity for signature, POS and PIN-based claims * Experience with Card Network systems i.e. Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems * Familiar with Pega or similar workflow tools * Ability to articulate research findings to document that a reasonable investigation has been conducted. * Adaptability to learn new processes, concepts and skills and an eye for detail * Excellent customer service skills and ability to assist in customer inquiries independently * Good communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written response * Good interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers * Self-disciplined, diligent, proactive and detail-oriented * Ability to effectively manage time, and individually prioritize multiple tasks of competing priority * Ability to maintain high levels of confidentiality and data security standards * Experience with Microsoft Office, including Outlook, Word, and Excel * Demonstrate flexibility to work overtime hours and overnight hours as per business requirement Preferred qualifications * Demonstrates sound decision making * Ability to work in a dynamic, fast-paced environment * Curious & inquisitive personality * Strong attention to detail * Good Communication Skills - both written and verbal (English required) * Must be able to manage multiple tasks * Ability to work independently and in a group setting * Adaptable to change * High School Graduate or Equivalent, Bachelor's Degree plus * Relevant work experience at a financial institution

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

COVID-19 considerations:
Yes all safety precautions are taken

Work Location: One location