Manager/Sr Manager – Disputes Operations

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  8 - 10 Yr      Gurugram      7LPA - 10LPA      Full Time      Banking BPO, BPO, KPO, ITES      CUSTOMER SERVICE, OPERATION   
Skills: Customer Satisfaction, Dispute Handling, Excellent Communication, Fraud Prevention, Leadership, Process Improvement, Quick learner, Team Management, Time mangaement    Posted 3 years ago
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Essential duties and responsibilities:
• This position is accountable for managing the card dispute process (US Banking).
• Ensures chargebacks and all department processes are in compliance with policies, procedures, and
regulations.
• Subject Matter Expert in chargebacks and card disputes.
• Stays current with new developments in the fraud and loss prevention field, and is responsible for
monitoring, analyzing, and making recommendations/implementing solutions to mitigate card fraud
and losses.
• Manage, mentor, and grow a team of fraud specialists
• Customer Claims assists customers with electronic/check fraudulent and merchant dispute
transactions on Debit Card, ATM, ACH, Checks, and Online Banking for consumer and business
accounts for all lines of business. The function decisions disputes for payment or denial according to
federally regulated guidelines
• Create and revise banking policies/SOPs, formulating departmental OKRs/KPIs
• Hold regular one on one meetings, provide regular and constructive feedback to the team members
• Staffing management
• Weekly/Monthly Reporting to management

• Be responsible for end-to-end customer experience, supporting cross-department initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction, and coaching of manpower for fraud
prevention operations
• Applying best practices, developing continuous improvement plans, and make recommendations based
upon the employee and customer insight
• Enhance the quality of client interactions, ensuring quality assurance, compliance, regulatory and
legal obligations are met across all interactions
• Break down objectives into actionable and track for timely delivery and monitor to ensure that the
objectives of the project have been met.
• Check with the Training and Quality team for standardization and quality of delivery

The ideal candidate for this role would have:
• Efficient team management & leadership qualities
• Excellent verbal & written communication skills along with active listening
• Organizational, teamwork, and customer service skills
• Must have 2 years of Card Disputes (US financial institution/banking) experience
• A Team Leader in a BPO for the last 2 years, at least
• Strong skillsets on Attrition, Shrinkage, SLA, C-sat/NPS, AHT, Occupancy, MBR & QBR
• Ability to multi-task, set priorities & manage time effectively
• Attention to detail
• Industry ITES / BPO / KPO / LPO / Customer Service / Operations Work Experience 3 – 7 Years
• Qualification: Bachelor’s Degree
• 24/7/365 availability, including a willingness to work on weekends, and outside of the standard
workday
• Must be a quick learner and possess strong leadership skills
• Strong time management, prioritization, work organization, and multitasking skills with a drive for
efficiency, accuracy, and risk management controls required

Mandates Requirement:

  • Graduate
  • Comfortable for US Shifts
  • Work from office
  • Fully Vaccinated
  • Team handling experience
  • Experience of US Banking System majorly for Card Disputes (US financial institution/banking) experience.
  • Client facing experience
  • Should have Industry ITES / BPO / KPO / LPO / Customer Service / Operations Work Experience.