Chargeback Analyst

Role & responsibilities

1. Actimize Debit Card Alerts Review

• Perform real-time review of debit card fraud alerts through analytical transaction assessment.
• Identify valid vs unauthorized transactions based on fraud indicators and customer behavior patterns.
• Block compromised cards, delete stored tokens, and arrange reissue of replacement cards where required.
• Ensure quick resolution to improve customer experience and reduce inbound support calls.
• Identify emerging fraud trends and escalate patterns in real time.

2. Undetermined Suspected Fraud Cases Review

• Review daily reports of cards with multiple undetermined suspicious transactions.
• Contact customers to verify activity and confirm legitimacy.
• Warm cards where customer contact is unsuccessful, as per policy guidelines.
• Escalate suspicious activity for further action to minimize future losses.

3. Pindrop Alerts Review

• Monitor high-risk IVR and banker/customer interaction alerts.
• Review voice, device, and behavioral analytics to identify suspicious interactions.
• Support proactive fraud prevention in contact center channels.
• Improve tagging accuracy and investigative outcomes.

4. Suspected Fraud on Tokenized Activity Review

• Review fraud alerts related to compromised cards linked to digital wallets.

• Detect unauthorized tokenized transactions early.

• Take preventive actions to stop continued usage and reduce unrecoverable losses.

5. Credit Card Alerts Review

• Review credit card fraud alerts in TSYS queues.
• Analyze transactions for suspicious behavior and false positive indicators.
• Close compromised cards, remove stored tokens, and issue replacements.
• Support fraud rule tuning by accurate tagging of true fraud vs false positives.

Preferred candidate profile

• Strong analytical and decision-making skills
• Understanding of fraud risk indicators and transaction patterns
• Knowledge of card fraud lifecycle (Debit/Credit)
• Experience in fraud tools such as Actimize, TSYS, Pindrop preferred
• Excellent verbal and written communication skills
• Ability to handle customer verification calls professionally
• High attention to detail and accuracy
• Ability to work in real-time alert environments with strict SLAs
• Good judgment under pressure