Delivery Operations Senior Analyst

Delivery Operations Senior Analyst

Investigating and resolving customer disputes and ensuring compliance with relevant regulations and industry standards, and providing exceptional customer service. To perform day to day operation, performance measurement and client management.

Review the dispute claim to determine the authenticity of the card chargeback claim and honor the request as per regulation E.

What are we looking for?

Written and verbal communication. Ability to understand and analyze customer disputes, gather relevant information, and make informed decisions on dispute outcomes. Ability to understand business processes to verify controls are effective, mitigate risks, and suggest changes to control descriptions as needed. Analytically sound to take decisions on controls. Ability to understand complex documentation and legal language. Advanced proficiency required in English language to create documentation. Ability to take judgment calls and guide team members. Attention to details to analyze gaps in control. Ability to review all written materials. Should be a self-starter, motivated and highly energized individual to compete the complexity of the process. Ability to interact with clients on weekly calls and explain issue management process. Fraud risk management. Minimum 7-9 years of experience in chargebacks or disputes handling process. Chargebacks or disputes handling process experience with chargebacks or disputes knowledge. Knowledge of banking products like debit and credit cards. Knowledge of regulations like Banking Secrecy Act, USA Patriot Act, OFAC regulations etc. Manages capacity, provides oversight, and serves as escalation point for analyst. Review for accuracy and provide inputs. Provides weekly/monthly/quarterly reporting. Coordinates with onshore team or stakeholder. Analytical thinking. Communication/presentation skills. Multi-tasking/time management. Ability to learn.

Roles and responsibilities:

In this role you are required to do analysis and solving of increasingly complex problems. Your day to day interactions are with peers within Accenture. You are likely to have some interaction with clients and/or Accenture management. You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments. Decisions that are made by you impact your own work and may impact the work of others. In this role you would be an individual contributor and/or oversee a small work effort and/or team. Please note that this role may require you to work in rotational shifts.

Any Graduation