The Chargeback Analyst role is vital in analyzing disputed transactions (Chargebacks for both Issuing and Acquiring) and making decisions based on the Card Schemes (Visa, MasterCard, UPI, and Kenswitch) rules and regulations and adhering to Schemes time frames.
Key Responsibilities
Processing Visa, UPI and MasterCard Disputes (Issuing and Acquiring)
- Receiving incoming Chargeback reports on the Schemes and ascertaining their correctness.
- Actioning received Queries and Complaints on CRM.
- Analyzing received Chargebacks and Complaints/Queries and making decisions that will transfer the debit/Credit to the Issuer/Acquirer, Merchant, or P & L.
- Diarizing & following up on outstanding chargebacks for action.
- Raising Pre-Arbitration, arbitration cases, and good faith requests.
- Monitoring and responding to incoming Pre-arbitration, arbitrations, and good faith requests.
Visa, MasterCard, UPI and Kenswitch Online
- Logging into Visa, MasterCard, UPI, and Kenswitch systems and actioning disputes as per Schemes time frames.
- Attaching and uploading documents as per Schemes guidelines, regulations, and timeframes.
Risk and Control
- Developing a deep understanding of the process and risk within the Equity card business.
- Developing a deep understanding of Visa, MasterCard, UPI, and Kenswitch procedures.
- Ensuring regular reading and upskilling of current Scheme manuals (Visa, MasterCard, UPI, and Kenswitch).
- Ensuring deep understanding of Scheme Reports and application (Visa, MasterCard, UPI, and Kenswitch).
- Strict Adherence to Scheme rules, regulations, and timeframes in dispute processing.
Qualifications and Experience
- Bachelor’s degree in a business-related field.
- Professional Certification in Card is an added advantage.
- Over 4 years’ experience in a Chargeback environment.
Key Competencies & Skills
- Knowledge of rules and laws governing Visa, Mastercard, Amex, and China Union Pay transactions.
- Working Knowledge and experience in an investigative/reconciliatory operation processing environment.
- Understanding of Governance Risk Control Framework.
- Knowledge of Bank products.
