Credit cards Disputes– Assistant Manager/Delivery Manager – Pune/Hyderabad
Location: Pune, Hyderabad
• Experience: Senior Level
• Openings: 3
Job description
Job Title: Cards Disputes-Assistant manager/Delivery Manager
Location: Pune/Hyderabad
Candidate
should have 8+ Years of experience in Disputes.
Experience in Disputes, Credit Card operations and BFSI
Support Services. Managing fragmented processes within the US banking domain
Investigate and adjudicate fraud-related claims including
CNP fraud, card-present fraud, account takeover, and unauthorized transactions
Ensure provisional credit decisions are accurate, timely, and policy-compliant
Liaise with internal fraud operations and financial crime teams to share dispute intelligence
Identify emerging fraud patterns and escalate trends to fraud prevention stakeholders
Manage scheme chargeback cycles for fraud reason codes under Visa, Mastercard, Amex
Ensure provisional credit decisions are accurate, timely, and policy-compliant
Liaise with internal fraud operations and financial crime teams to share dispute intelligence
Identify emerging fraud patterns and escalate trends to fraud prevention stakeholders
Manage scheme chargeback cycles for fraud reason codes under Visa, Mastercard, Amex
Manage non-fraud dispute types including duplicate
transactions, goods/services not received, incorrect amounts, credit not
processed, and merchant errors
Process chargebacks, representments, and pre-arbitration cases within scheme timeframes
Lead and performance-manage a team of disputes analyst across fraud and non-fraud queues
Assess, Monitor and Mentor associates QA's, Trainers and Leads
Represent the operation in relevant internal and external client relationship meetings and groups
Prepare for and attend regular client, management and team meetings and contribute to them.
Act as a point of escalation for employee and client issues
Maintain employee connect at all levels
Focus on employees training and development
Running engagement and motivational programs for staff
Support to Line HR and utilize their expertise more from a people engagement and retention perspective
Ensure minimal staff attrition and high levels of engagement
Uses proficient knowledge to provide guidance in the design, assessment, implementation and/or administration of moderately complex quality assurance programs, practices, and policies.
Briefs key stakeholders and management on business reviews, results, trends, studies, and initiatives, and recommends courses of action.
Process chargebacks, representments, and pre-arbitration cases within scheme timeframes
Lead and performance-manage a team of disputes analyst across fraud and non-fraud queues
Assess, Monitor and Mentor associates QA's, Trainers and Leads
Represent the operation in relevant internal and external client relationship meetings and groups
Prepare for and attend regular client, management and team meetings and contribute to them.
Act as a point of escalation for employee and client issues
Maintain employee connect at all levels
Focus on employees training and development
Running engagement and motivational programs for staff
Support to Line HR and utilize their expertise more from a people engagement and retention perspective
Ensure minimal staff attrition and high levels of engagement
Uses proficient knowledge to provide guidance in the design, assessment, implementation and/or administration of moderately complex quality assurance programs, practices, and policies.
Briefs key stakeholders and management on business reviews, results, trends, studies, and initiatives, and recommends courses of action.
Manage team workload distribution, queue aging, and SLA
adherence
Review and approve dispute decisions that exceed officer authority limits
Review and approve dispute decisions that exceed officer authority limits
Support internal audits and compliance reviews related to
disputes processes
Handle customer escalations and complaints relating to
dispute outcomes
Identify operational inefficiencies and lead process
improvement initiatives across fraud and non-fraud workflows
Explore automation opportunities to reduce manual handling and improve case resolution.
Explore automation opportunities to reduce manual handling and improve case resolution.
Candidate should be
flexible working in any shifts.