Job Description

:JOB DESCRIPTIONPosition Title, Responsibility Level: Senior ExecutiveFunction: OperationsReports to -Assistant ManagerPermanent/ Temporary: PermanentSpan of Control NilLocation:Gurgaon- C-61Role Dispute Senior Executive

• Should have 2+ years experience in dispute and risk related role.
• Reviewing and verifying gift card transactions and supporting documentation if required
• Analyzing transaction, gift card risk and requesting additional information as necessary
• Process chargeback depending on the information and documents shared by customer
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company/client policies and guidelines.
• Documenting and effectively communicating reasons for the approval/rejection of transactions or card.

Responsibilities

• Monitors numerous real-time queues and reviews high-risk gift card transactions from specified points-of-sale requiring demonstrated decision making and critical thinking skills
• Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
• Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• May Interact with other Risk teams on developing fraud prevention strategy and process

Performance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Process Improvement initiatives
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

Organizational RelationshipsReports To: Manager / Sr. ManagerSkillsDesirable Skills

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shift-work, including weekends, non-business hours and holidays
• Business Etiquette

Technical Skills

• Basic strong internet research, Google Docs, and overall PC skills
• Typing speed of 30 words with high accuracy

Soft skills

• Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

Education Requirements and Work Experience:

• Bachelor's degree required (B.Com or BBA) preferably in Commerce stream.
• Good English Comprehension Skills
• Preference will be given to people with 2+ years experience in dispute and risk investigation.

EXL Service