NTT DATA is hiring for the position of Banking Operation Analyst in Gurgaon, India. Candidates with a Bachelor’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | NTT DATA |
| Position | Banking Operation Analyst |
| Qualifications | Bachelor’s Degree |
| Experience | 1-4 (Years) |
| Location | Gurgaon, India |
Key Responsibilities:
Fraud and Dispute Management:
- Analyze and process fraud and dispute cases using the TDR case management system while ensuring compliance with established internal service-level agreements (SLAs).
- Manage the complete chargeback lifecycle in accordance with card association rules and regulations.
- Proactively identify, investigate, and manage potential fraudulent activities.
Chargeback Processing:
- Process system-generated retrieval requests and obtain supporting documentation from cardholders whenever required.
- Handle cardholder-initiated and non-cardholder-initiated disputes to facilitate monetary recovery during the First Cycle Chargeback.
- Review and respond to merchant challenges by evaluating appropriate actions during the Second Cycle Representment.
- Challenge merchant rebuttals and pursue further recovery through the Third Cycle Chargeback process.
- Evaluate and make decisions on pre-arbitration cases, case filings, and good-faith collection requests.
Compliance and Reporting:
- Maintain comprehensive knowledge of card association rules and regulations and communicate relevant information to cardholders.
- Identify potential fraud trends through effective case management and share findings with the fraud strategy team for further analysis.
- Prepare and submit reports on various fraud categories as required.
- Follow established departmental escalation procedures, client-defined quality standards, and PCI compliance requirements and controls.
Data Analysis:
- Analyze fraud-related data and utilize available tools and resources to identify trends and patterns.
- Conduct outbound calls to cardholders, where applicable, to verify the authenticity of transactions and non-monetary activities.
- Coordinate and cooperate with law enforcement agencies during fraud-related investigations.
Team Collaboration and Mentorship:
- Document and escalate customer feedback in accordance with the established escalation matrix.
- Handle challenging and stressful situations with professionalism, tact, and composure while maintaining high customer service standards and preserving customer goodwill.
- Mentor and guide new employees on chargeback lifecycle procedures, operational processes, and relevant systems.
- Actively participate in team meetings, one-on-one discussions, and coaching sessions to support continuous improvement and team performance.
Eligibility Criteria:
- A Bachelor’s degree in Finance, Business Administration, or a related field is preferred.
Required Skills:
- Strong analytical, critical-thinking, and problem-solving skills.
- Proficiency in French, with the ability to read, write, and speak fluently.
- Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Excellent English communication skills, including listening, verbal, and written communication, with strong active listening, probing, and negotiation abilities.
- Demonstrated adaptability, flexibility, emotional stability, focus, and reliability.
- Willingness to pursue continuous learning and professional development.
- Ability to work effectively under time constraints while managing multiple tasks and priorities.
- Strong typing and keyboarding skills, along with practical knowledge of personal computer operations.
- Positive attitude and the ability to build and maintain effective working relationships with colleagues.
- Ability to adapt to and effectively implement organizational changes.
- Sound judgment and decision-making skills when handling moderately complex situations.
Required Experience:
- 1-4 years of experience in credit card operations and/or the financial services industry.
- Previous experience in recoveries and chargeback operations within the financial services sector.
- Good understanding of card association rules, regulations, and compliance requirements.
- Knowledge of TS2/TDR systems is considered an added advantage.
About Company:
NTT DATA Services is a recognized leader in IT and business services including cloud, data and applications. A division of NTT DATA headquartered in Texas, the company leverages consulting and deep industry expertise to help clients accelerate and sustain value throughout their digital journeys. NTT DATA – a part of NTT Group – is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, digital & IT modernization and managed services in over 50 countries.
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