R&R – Disputes Operations – Associate / Senior Associate

Overview

Support client-facing regulatory risk and compliance work within PwC's Risk and Compliance practice, managing disputes operations, regulatory requirements and control activities. Roles are at Associate or Senior Associate level within the Acceleration Center India.

What you'll do

• Process debit card disputes, obtaining complete documentation from the member and maintaining it in the dispute files.
• Document notes and findings in the dispute system so that information and dispute statuses stay accurate.
• Process disputed items and perform follow-ups on outstanding items.
• Send required correspondence to members regarding the status of their disputed items.
• Ensure debit card reorders are completed timely and accurately.
• Ensure daily automated tasks are complete through review of files and reports.
• Work with internal and external partners to ensure systems and processes are effective and accurate.
• Pull reports and other data to help management understand the status and amount of disputed items.
• Maintain compliance with Regulation E and Visa Zero Liability rules while adhering to Client policies and procedures.
• Provide regulatory and technical guidance and support to internal staff and members on dispute items.
• Manage strict deadlines and perform time-sensitive duties accurately and efficiently.
• Maintain a working knowledge of all functions within the department to sustain the integrity of department guidelines.
• May be cross-trained in other areas of Operations and/or Member Success related functions.
• Analyze complex issues, manage assigned workstreams, build client connections and mentor junior team members (Senior Associate).

What you'll need

• At least a Bachelor's degree.
• At least 3 years of experience.
• Oral and written proficiency in English.
• High School diploma or equivalent required (Agent requirements for the BPO client).
• Must be 18 years of age or older.
• Experience and comfort using computers and the internet.
• Strong attention to detail.
• Flexibility to work any shift within a 24-hour period including days, nights, weekends and holidays, including U.S. and partner-country holidays.
• Previous Regulation E, Visa Payment Network and NACHA rules experience or related training.
• Ability to work independently.
• Minimum typing speed of 35 WPM with 85% accuracy in English.
• Knowledge of or training in basic financial terms.
• In-depth knowledge of debit card dispute processing rules, Regulation E rules and Visa Zero Liability rules (Back-Office Investigative Agent).

Nice to have

• College degree.
• Previous customer service experience.
• Experience using a ticketing platform such as Salesforce CRM.
• Managing AML and sanctions investigations in client support settings.
• Interpreting regulatory data to guide case decisions.
• Using critical thinking to break down complex disputes.
• Building client connections across changing business situations.
• Mentoring junior team members through assigned workstreams.
• Applying AML, KYC and sanctions compliance knowledge.

Details

• Location: Bangalore (SDC), Table Space Towers, Bangalore.
• Industry/Sector: Not applicable. Specialism: Conduct and Compliance.
• Travel requirements: Not specified.