Call Center Representative

About the Role

This role is within the Consumer Platforms division, specifically in Digital Operations for Call Center Representatives in Hyderabad, focused on Asset Management Operations.

Key Responsibilities

• Determine action required based on established procedures to protect the Bank’s assets, working with a supervisor on handling more complex cases.
• Investigate and initiate chargebacks based on customer concerns, documenting actions taken in a timely and correct manner for audit and compliance.
• Identify fraudulent activities with an eye for detail during investigations.
• Pre-arbitrate disputes that may require additional evidence from the acquirer bank.
• Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information/documentation to support decisions on fraudulent activity.
• Assist in identifying and developing process enhancements to maximize the efficiency of fraud detection activities.

Requirements & Tech Stack

• Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
• Knowledge of chargeback reason codes

Qualifications

• Minimum graduation
• 1-2 years in disputes and chargeback process
• Strong understanding of the customer service experience
• Must be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.

Preferred Qualifications:

• Bachelor’s Degree
• Fraud experience in a financial services environment