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.