Disputes and Fraud Operations Officer

Summary about this job

Detail information about job Disputes and Fraud Operations Officer. Terms and conditions vacancy

• Join an amazing team
• Competitive salary and employee benefits
• Rhodes Location (Close to public transport)

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

About the role:

 

The Specialised Operations team forms one of the four areas that provide customer ‘value add’ services within the broader Core Operations team. This team is responsible for the end-to-end service delivery of chargebacks/Disputes, Merchant Services (Diners), and Mortgages operational processes.

 

The Specialised Operations Disputes and Fraud Officer will be responsible for the successful handling of unauthorised and/or fraudulent disputed transactions in line with business objective and desired customer experience.  Key areas of focus are the delivery of KPI’s, SLA adherence and queue management, execution quality, and adherence to applicable regulations and codes.

 

Your key accountabilities include but are not limited to: 

 

Perform operational processes, including but not limited to:

• Handling dispute calls and referrals for unauthorised and fraudulent transactions performed via Credit card, debit card, Diners, ATM, BPAY and EFTPOS
• Analyse cases as per guidelines.  Decide on appropriate action such as raising chargeback, call/send emails & letters to the customer for additional information, process financials and resolve dispute
• Review cases as per procedures and ensure adherence to all scheme rules, applicable legislation and regulations
• Management of chargeback related queries and system referral queues to ensure adherence to all SLAs
• Liaise with clients to resolve disputes
• Liaise with merchants to resolve disputes and gather information relating to disputes
• Liaise with Acquirers (on a needs basis) to resolve disputes
• Liaise with Citiphone teams for dispute related matters
• Active identification of process improvement opportunities to enhance customer experience and streamline functions
• Adherence to policies and procedures, regulatory and legislative requirements

 

Competencies and Experience to be successful in this position you must have the following skills and experience: 

• Handling dispute calls and referrals for unauthorised and fraudulent transactions performed via Credit card, debit card, Diners, ATM, BPAY and EFTPOS
• Analyse cases as per guidelines.  Decide on appropriate action such as raising chargeback, call/send emails & letters to the customer for additional information, process financials and resolve dispute
• Review cases as per procedures and ensure adherence to all scheme rules, applicable legislation and regulations
• Management of chargeback related queries and system referral queues to ensure adherence to all SLAs
• Liaise with merchants to resolve disputes and gather information relating to disputes
• Sufficient knowledge and experience in Chargebacks
• Experience in a Financial Services environment, and knowledge of banking regulations is desirable but not essential
• Ability to work effectively with individuals with diverse backgrounds
• Ability to work in a fast paced changing environment with multiple tasks
• Knowledge of Citibank products, policies, and procedures is desirable but not essential
• Understanding and knowledge of the platforms and systems on which these processes operate is desirable but not essential
• Liaise with Acquirers (on a needs basis) to resolve disputes
• Liaise with Citiphone teams for dispute related matters
• Active identification of process improvement opportunities to enhance customer experience and streamline functions
• Adherence to policies and procedures, regulatory and legislative requirements 

When you work at Citi, you’ll be working for an organization that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.
 
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