Joint Recovery Processing/Chargeback Supervisor

• Effectively analyze and process Fraud/Dispute cases using the TDR case management system, ensuring all internal service levels are met
• Manage all phases of the chargeback lifecycle in accordance with Association Rules and Regulations
• Proactively manage and investigate potential fraud cases
• Process system-generated retrieval requests, ordering cardholder-initiated supporting documentation where appropriate
• Handle cardholder and non-cardholder-initiated disputes for monetary recovery in the First Cycle Chargeback
• Respond to merchant challenges and assess 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 Association Rules and Regulations and communicate these to cardholders
• 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
• Analyze data and utilize tools and resources to perform trending analysis in relation to fraud cases
• Conduct outbound contact with cardholders to verify the validity of transactions or non-monetary activity where applicable
• Cooperate with law enforcement agencies
• Report customer feedback by adhering to the established escalation matrix
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill
• Mentor new employees on procedures and systems related to the chargeback lifecycle
• Actively participate in team meetings, one-on-ones, and coaching sessions

• Bachelor’s degree in finance, Business Administration, or a related field preferred
• Minimum of 1-4 years of credit card and/or financial experience
• Recoveries/chargeback experience within the financial services sector
• Knowledge of Association rules and regulations
• TS2/TDR knowledge considered an asset
• Demonstrated analytical and problem-solving skills
• Proficiency in Microsoft Suite Applications (Word, Excel, PowerPoint)
• Excellent communication skills in English (listening, verbal, written) with emphasis on active listening, probing, and negotiation skills
• Personal qualities including adaptability, flexibility, even-temperament, focus, and reliability
• Willingness to pursue continuous learning and self-development
• Ability to work efficiently within time constraints and manage multiple tasks simultaneously
• Strong keyboarding skills and working knowledge of PCs
• Positive attitude and demonstrated ability to get along with others
• Ability to implement change efforts
• Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations

Opportunities for professional growth and development within the Credit Card Operations department