177 Investment Operations jobs in India

**About this role:**
Wells Fargo is seeking an Institutional Investment Operations Representative.
**In this role, you will:**
+ Perform a variety of operational tasks for routine and medium complex institutional trades that require general knowledge of unit functions and systems
+ Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve process specific goals
+ Review time sensitive document
+ Support audit requirements within the process
+ Address compliance and corporate governance issues for the department
+ Interact with internal and external customers as per prescribed process or procedure
+ Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve process goals
+ Execute tasks and perform activities as per direction from leaders and understand function, policies, procedures, and compliance requirements
**Required Qualifications:**
+ 2+ years of Institutional Investment Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
**Posting End Date:**
26 Oct 2025
**_*Job posting may come down early due to volume of applicants._**
**We Value Equal Opportunity**
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
**Applicants with Disabilities**
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo ( .
**Drug and Alcohol Policy**
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy ( to learn more.
**Wells Fargo Recruitment and Hiring Requirements:**
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
**Req Number:** R-

Our client, a prestigious financial institution, is seeking a seasoned Head of Investment Banking Operations to lead and manage all operational aspects of their investment banking division. This critical role is fully remote, requiring a strategic thinker with extensive experience in financial services operations and a proven ability to manage complex processes and large teams from a distance. You will be instrumental in ensuring the smooth, efficient, and compliant execution of all investment banking transactions.

This position demands a comprehensive understanding of capital markets, corporate finance, M&A, and equity/debt offerings. The successful candidate will be responsible for overseeing trade lifecycle management, risk mitigation, regulatory compliance, and process improvement across all operational functions. You will collaborate closely with investment bankers, legal teams, and compliance officers to facilitate seamless deal execution and client service.

Key responsibilities include:

• Developing and implementing robust operational strategies aligned with the firm's investment banking objectives.
• Managing and optimizing the end-to-end transaction process for M&A, IPOs, debt issuances, and other corporate finance activities.
• Ensuring strict adherence to all relevant financial regulations (e.g., SEBI, RBI) and internal compliance policies.
• Implementing and managing effective risk management frameworks to identify and mitigate operational and financial risks.
• Leading, mentoring, and developing a high-performing team of operations professionals in a remote work environment.
• Driving continuous improvement initiatives to enhance operational efficiency, accuracy, and scalability.
• Overseeing the technology infrastructure and systems supporting investment banking operations.
• Managing relationships with external stakeholders, including regulators, custodians, and clearing houses.
• Developing and presenting regular operational performance reports to senior management.
• Staying abreast of market developments, regulatory changes, and technological advancements impacting investment banking operations.

The ideal candidate will have a Master's degree in Finance, Economics, Business Administration, or a related field. A minimum of 10-15 years of progressive experience in investment banking operations, with significant leadership experience, is required. Strong knowledge of financial markets, transaction lifecycles, and regulatory frameworks is essential. Exceptional analytical, problem-solving, and strategic thinking skills are a must. Proven ability to lead and motivate remote teams, coupled with outstanding communication and stakeholder management skills. Experience with financial modeling, valuation, and deal structuring is highly desirable.

**About this role**
Are you interested in building innovative technology that crafts the financial markets? Do you like working at the speed of a startup, and solving some of the world's most exciting challenges? Do you want to work with, and learn from, hands-on leaders in technology and finance?
At BlackRock, we are looking for Software Engineers who like to innovate and solve sophisticated problems. We recognize that strength comes from diversity, and will embrace your outstanding skills, curiosity, and passion while giving you the opportunity to grow technically and as an individual.
We invest and protect over $11.6 trillion (USD) of assets and have an extraordinary responsibility to our clients all over the world. Our technology empowers millions of investors to save for retirement, pay for college, buy a home, and improve their financial well-being.
Being a technologist at BlackRock means you get the best of both worlds: working for one of the most sophisticated financial companies and being part of a software development team responsible for next generation technology and solutions.
**What are Aladdin and Aladdin Engineering?**
+ You will be working on BlackRock's investment operating system called Aladdin. Aladdin is used both internally within BlackRock and externally by many financial institutions. Aladdin combines sophisticated risk analytics with comprehensive portfolio management, trading, and operations tools on a single platform to power informed decision-making and create a connective tissue for thousands of users investing worldwide.
+ Our development teams reside inside the Aladdin Engineering group. We collaboratively build the next generation of technology that changes the way information, people, and technology intersect for global investment firms. We build and package tools that manage trillions in assets and supports millions of financial instruments. We perform risk calculations and process millions of transactions for thousands of users every day worldwide!
**Being a member of Aladdin Engineering, you will be:**
+ Tenacious: Work in a fast paced and highly complex environment
+ Creative thinker: Analyse multiple solutions and deploy technologies in a flexible way.
+ Great teammate: Think and work collaboratively and communicate effectively.
+ Fast learner: Pick up new concepts and apply them quickly.
**Responsibilities include:**
+ Collaborate with team members in a multi-office, multi-country environment.
+ Deliver high efficiency, high availability, concurrent and fault tolerant software systems.
+ Significantly contribute to development of Aladdin's global, multi-asset trading platform.
+ Work with product management and business users to define the roadmap for the product.
+ Design and develop innovative solutions to complex problems, identifying issues and roadblocks.
+ Apply validated quality software engineering practices through all phases of development.
+ Ensure resilience and stability through quality code reviews, unit, regression and user acceptance testing, dev ops and level two production support.
+ Be a leader with vision and a partner in brainstorming solutions for team productivity, efficiency, guiding and motivating others.
+ Drive a strong culture by bringing principles of inclusion and diversity to the team and setting the tone through specific recruiting, management actions and employee engagement.
+ Candidate should be able to lead individual projects priorities, deadlines and deliverables using AGILE methodologies.
**Qualifications:**
+ B.E./ B.TECH./ MCA or any other relevant engineering degree from a reputed university.
+ 9+ years of proven experience
**Skills and Experience:**
+ A proven foundation in core Java and related technologies, with OO skills and design patterns
+ Hands-on experience in designing and writing code with object-oriented programming knowledge in Java, Spring, TypeScript, JavaScript, Microservices, Angular , React.
+ Strong knowledge of Open-Source technology stack (Spring, Hibernate, Maven, JUnit, etc.).
+ Exposure to building microservices and APIs ideally with REST, Kafka or gRPC.
+ Experience with relational database and/or NoSQL Database (e.g., Apache Cassandra)
+ Exposure to high scale distributed technology like Kafka, Mongo, Ignite, Redis
+ Track record building high quality software with design-focused and test-driven approaches
+ Great analytical, problem-solving and communication skills
+ Some experience or a real interest in finance, investment processes, and/or an ability to translate business problems into technical solutions.
+ Candidate should have experience leading development teams, projects or being responsible for the design and technical quality of a significant application, system, or component. Ability to form positive relationships with partnering teams, sponsors, and user groups.
**Nice to have and opportunities to learn:**
+ Experience working in an agile development team or on open-source development projects.
+ Experience with optimization, algorithms or related quantitative processes.
+ Experience with Cloud platforms like Microsoft Azure, AWS, Google Cloud
+ Experience with DevOps and tools like Azure DevOps
+ Experience with AI-related projects/products or experience working in an AI research environment.
+ A degree, certifications or opensource track record that shows you have a mastery of software engineering principles.
**Our benefits**
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
**Our hybrid work model**
BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
**About BlackRock**
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
For additional information on BlackRock, please visit @blackrock ( | Twitter: @blackrock ( | LinkedIn: is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.

**Responsibilities:**
CSIPL (Citi Services India Private Limited) partners provide critical support to the Account Opening process, encompassing both the establishment and ongoing servicing of Retail Bank Accounts in strict adherence to regulatory guidelines. This support extends to a diverse range of functions, including financial adjustments for accounts, initiated by factors such as returned deposited items or direct requests from branches or clients
**Justification / Responsibilities:**
The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account opening, account maintenance, imaging and the opening of accounts in coordination with the operations - Core Team. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
**Responsibilities:**
+ Provide efficient and effective customer service, resolving inquiries and supervising escalated issues for Citi's clients.
+ Achieve 100% accuracy and turnaround time (TAT) targets for defined processes, eliminating undue pending tasks.
+ Prepare and ensure timely and accurate Management Information Systems (MIS) and reporting.
+ Facilitate cross-functional support and training for team efficiency improvements.
+ Collaborate with the team and be flexible with shift timings to meet business needs and handle peak volumes.
+ Partner with validation and dependent teams for timely closure of items.
+ Contribute to ongoing Lean and process improvement projects.
+ Drive self and team initiatives, including employee engagement, learning, and development.
+ Support and participate in Line of Business (LOB)/Site level initiatives and Global Community Day activities.
+ Act as a subject matter expert in the process.
+ Ensure timely response to all emails (customer queries, business partner, HR, and organizational communications) without follow-ups.
+ Maintain fair, balanced, and customer-focused communication with internal and stateside partners.
+ Adhere to Client Excellence values, prioritizing customer needs and delivering superior experience.
+ Implement a minimum of three process improvements (e.g., Value Stream Mapping, re-engineering, automation) and drive them to closure.
+ Support the process to achieve annual MTP (MTP save) goals.
**Qualifications:**
+ 2-4 years of relevant experience
+ Proficient in Microsoft Office/ Citi AI Tools
+ Comprehensive knowledge of Branch and Client servicing process
+ Ability to work unsupervised and apply problem solve capabilities
+ Ability to work occasional weekends to support application releases and COB testing
Demonstrated analytical skills and mathematical knowledge
+ Consistently demonstrates clear and concise written and verbal communication skills
**Education:**
+ Graduate or above.
---
**Job Family Group:**
Operations - Core
---
**Job Family:**
Operations Support
---
**Time Type:**
Full time
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

The Ops Support Specialist 4 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 4 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
**Responsibilities:**
+ Follow established procedures to complete complex assignments and resolve problems that require in-depth investigation or research
+ Provide team assistance, including serving as subject matter expert, leading special projects, training new hires within work unit, providing daily guidance to lower level employees, and allocation of work, as needed
+ Conduct basic analysis and research as well as workflow management
+ Support an expansive array of products and services
+ Communicate pertinent information to senior managers and support activities that help mitigate organizational loss or impact, as needed
+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
**Qualifications:**
+ 0-3 years of relevant experience
+ Experience working in a business office or operational environment, retail banking operation experience preferred
+ Excellent communications required
+ Strong numerical abilities
+ Proficient computer and math skills with a focus on complex databases and spreadsheets
+ Demonstrates technical and administrative expertise
+ Consistently demonstrates attention to detail
+ Demonstrated knowledge of activities, policies, and procedures of a basic work area
+ **Ready to work in rotational/night shifts i.e. 24*7 support**
**Education:**
+ Bachelor's degree mandatory
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
---
**Job Family Group:**
Operations - Core
---
**Job Family:**
Operations Support
---
**Time Type:**
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

"Position Overview:
Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations.
Position: Joint Recovery Processing / Chargeback Analyst
Position Status: Full Time - Work from Office
Hours of Work: Monday - Sunday 7:00am - 7:00pm EST
Department: President's Choice Financial
Rate of Pay:
Responsibilities:
- Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to; general inquires, chargeback cases, fraud cases, and online disputes.
- Respond to cardholder requests for information pertaining to the status of their dispute/fraud claim as it progresses through the case lifecycle.
- Effectively analyze and process Fraud/Dispute cases using the TDR case management system, while ensuring all internal service levels are met.
- Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations.
- Proactively manage and investigate potential fraud cases.
- Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.
- Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback.
- Respond to all merchant challenges and assessing next steps in the Second Cycle Representment
- Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback
- Decisioning Pre-arbitration, Case Filing and Good-faith Collections
- Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters.
- Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team.
- Report on each fraud type as required.
- Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
- Proactively manage and investigate potential fraud cases.
- Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
- Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable.
- Co-operate with law enforcement agencies.
- Report customer feedback by adhering to established escalation matrix.
- Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.
- Mentor new employees on procedures and systems related to chargeback lifecycle.
- Adhere to Quality Standard Guides defined by the client.
- Adhere to requirements and controls in relation to PCI standards.
- Adhere to all service level agreements outlined by the client.
- Actively participate in team meetings, one on ones and coaching.
- Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.
Requirements:
- Demonstrated analytical and problem-solving skills.
- Proficient in Microsoft Suite Applications.
- Excellent communication skills
- Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.
- Willingness to pursue continuous learning and self development.
- Demonstrated ability to work within time constraints.
- Working knowledge of PCs and strong keyboarding skills
- Positive attitude and demonstrated ability to get along with others.
- Demonstrated ability to implement change efforts.
- Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills - interpersonal skills are essential.
- Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
- Minimum of 1-2 years of credit card and/or financial experience
- 1-2 years Customer Service experience an asset.
- Recoveries/chargeback experience within the financial services sector
- Association rules and regulations
- TS2/TCS knowledge considered an asset."

**Responsibilities:**
CSIPL (Citi Services India Private Limited) partners provide critical support to the Account Opening process, encompassing both the establishment and ongoing servicing of Retail Bank Accounts in strict adherence to regulatory guidelines. This support extends to a diverse range of functions, including financial adjustments for accounts, initiated by factors such as returned deposited items or direct requests from branches or clients.
**Justification / Responsibilities:**
The Ops Sup Analyst 1 position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the operations - Core Team. Additionally, the Ops Sup Analyst 1 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
**Responsibilities:**
+ Lead customer service efforts by resolving inquiries and overseeing escalated issues to ensure efficient and effective support for Citi's clients.
+ Foster team efficiency through continuous training, cross-functional support, and knowledge sharing initiatives.
+ Collaborate effectively with the team, demonstrating flexibility in shift timings to meet business demands and manage peak volumes.
+ Ensure timely completion of tasks by collaborating closely with validation and dependent teams.
+ Initiate and lead employee engagement, learning, and development activities, supporting management in achieving team engagement goals.
+ Actively participate in Line of Business (LOB)/Site initiatives and Global Community Day activities.
+ Serve as an effective backup for the immediate supervisor, ensuring continuity of business operations (BAU).
+ Develop comprehensive product and process expertise, including end-to-end conceptual understanding.
+ Assume full ownership and accountability for all processed transactions and their eventual outcomes.
+ Meet and exceed individual and team productivity targets/benchmarks, ensuring all processes adhere to Service Level Agreements (SLAs).
+ Maintain a zero-error rate, preventing internal or external impacts (regulatory, financial, client, agent).
+ Strictly adhere to Key Performance Indicators (KPIs) and Turnaround Times (TAT), promptly addressing and rectifying any breaches.
+ Contribute to achieving annual MTP (Minimum Target Profit/Margin) savings.
+ Analyze financial postings to identify and implement opportunities for simplification and rationalization of entries.
+ Prepare and ensure timely and accurate Management Information Systems (MIS) and reporting.
+ Ensure all activities comply with internal policies, procedures, and external regulatory requirements.
+ Identify potential risks within processes and implement effective mitigation strategies.
+ Foster a culture of continuous improvement, actively seeking and implementing enhancements to processes and workflows.
**Qualifications:**
+ 04- 06 yrs relevant experience preferred
+ Proficient in Microsoft Office & Citi AI tools
+ Comprehensive knowledge of Branch and Client servicing process
+ Lean Certified
+ General knowledge of client reporting across the industry and our competitors
+ Proven organization and time management skills
+ Demonstrated problem-solving and decision-making skills
+ Consistently demonstrates clear and concise written and verbal communication skills
**Education:**
+ Bachelor's degree/University degree or equivalent experience
**Worker Sub-Type** : Regular
**Regular Time Type:** Full time
---
**Job Family Group:**
Operations - Core
---
**Job Family:**
Operations Support
---
**Time Type:**
Full time
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

"Position Overview:
Reporting to a Supervisor of Joint Recovery Processing, you will be part of a team performing financially based investigative and assessment activities. Drawing on your experience from Risk Operations/Financial Service roles within a Call Centre environment, the experience you obtain in this specialized position will provide you with a solid base for a career in Credit Card Operations.
Position: Joint Recovery Processing / Chargeback Analyst
Position Status: Full Time - Work from Office
Hours of Work: Monday - Sunday 7:00am - 7:00pm EST
Department: President's Choice Financial
Rate of Pay:
Responsibilities:
- Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to; general inquires, chargeback cases, fraud cases, and online disputes.
- Respond to cardholder requests for information pertaining to the status of their dispute/fraud claim as it progresses through the case lifecycle.
- Effectively analyze and process Fraud/Dispute cases using the TDR case management system, while ensuring all internal service levels are met.
- Responsible for all phases of the chargeback lifecycle in accordance with the Association Rules and Regulations.
- Proactively manage and investigate potential fraud cases.
- Process system generated Retrieval requests ordering Cardholder initiated supporting documentation where appropriate.
- Process cardholder and non-cardholder-initiated disputes for monetary recovery to the cardholder or financial institution in the First Cycle Chargeback.
- Respond to all merchant challenges and assessing next steps in the Second Cycle Representment
- Challenge merchant rebuttals to continue the recovery process in the Third Cycle Chargeback
- Decisioning Pre-arbitration, Case Filing and Good-faith Collections
- Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters.
- Identify potential fraud trends through effective case management for analysis and review by the fraud strategy team.
- Report on each fraud type as required.
- Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.
- Proactively manage and investigate potential fraud cases.
- Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases.
- Outbound contact with cardholders to verify the validity of the transaction or non-monetary activity where applicable.
- Co-operate with law enforcement agencies.
- Report customer feedback by adhering to established escalation matrix.
- Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill.
- Mentor new employees on procedures and systems related to chargeback lifecycle.
- Adhere to Quality Standard Guides defined by the client.
- Adhere to requirements and controls in relation to PCI standards.
- Adhere to all service level agreements outlined by the client.
- Actively participate in team meetings, one on ones and coaching.
- Adhere to the NTT DATA Code of Conduct and NTT DATA Credit Card Standards.
Requirements:
- Demonstrated analytical and problem-solving skills.
- Proficient in Microsoft Suite Applications.
- Excellent communication skills
- Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability.
- Willingness to pursue continuous learning and self development.
- Demonstrated ability to work within time constraints.
- Working knowledge of PCs and strong keyboarding skills
- Positive attitude and demonstrated ability to get along with others.
- Demonstrated ability to implement change efforts.
- Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills - interpersonal skills are essential.
- Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.
- Minimum of 1-2 years of credit card and/or financial experience
- 1-2 years Customer Service experience an asset.
- Recoveries/chargeback experience within the financial services sector
- Association rules and regulations
- TS2/TCS knowledge considered an asset."