AVP - Chargeback - NBFC

We have an urgent job opening with one of our NBFC client for the position of AVP - Chargeback for Gurgaon Location.

- Minimum of 8+ years progressively responsible experience in a customer support role in financial services, payment card.

- Dispute Management experience desired

Job Description:-

- Supervising customer service operations for dispute resolution unit (chargeback).

- Rendering and achieving quality service by meeting SLA defined by VISA/Master-card and by internal stake-holders, providing customer support by ensuring resolutions within defined minimum TAT.

- Ensuring compliance to defined processes by the regulators and network providers i.e VISA and Mastercard & ensuring minimal financial losses to organization by preventing write-offs.

- Identify and document Key Performance Indicators (KPI- s) monitoring on quality, timeliness and customer feedback to ensure the teams are meeting expectations and delivering world-class service (and identifying/addressing problems accordingly).

- Determine and report on how technology and process improvements can address identified issues.

- Build, develop and maintain highly collaborative and effective working relationships with key stakeholders

- Creating an environment that sustains and encourages high performance; motivating teams in optimizing their contribution levels.

- Ownership of provisional credit posting and related reconciliations.

Responsible for

- Creating monthly reconciliation for all disputed transations

- Coordinations with various teams for input data

- Analysis and closure of all open reconciliation items-

- Identify and implement solutions related to productivity increase and increasing customer satisfaction

- Gather information on the dispute trends and benchmarking. Create information repository & share the latest insights with the management. Responsible for overall dispute volumes within targets as defined by the company, Highlighting issues impacting the dispute infow and accountable for achieving critical business targets like dispute volume and resolution % for disputes

 - Drive projects basis Identification of opportunities for process improvements, productivity enhancement, and better customer experience.

Skills Sets Required :-

- Metric Performance of the units to be at par/better than industry standards (1st chargeback rate, re-presentment rate, complaint volume etc)

- Financial losses to the organization

- Team Performance (Attrition rate, PRS score of the team, VIC payout of the team)

Productivity Increase

- Strong Analytical skills

- Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels

- Excellent verbal, written, presentation and interpersonal skills, Ability to motivate and Work with large teams

- Computer skills (MS Office)

- Strong people orientation

Must have Qualification :-

MBA / PGDM from a recognized university