An opportunity has arisen to join the Card Dispute Function Team based in Bradford.
The Card Disputes function is responsible for operationally processing all transactional customer disputes (Fraud, Technical and ATM) via the Visa, MasterCard and LINK Schemes in order to maximise recovery from merchants and minimise losses for our cardholders.
We process c.80, 000 chargebacks per month (c.80% are Fraud Loss Recovery chargebacks) with a total value of £6,500,000. In addition, we process a large volume of Administrative tasks for the Fraud Operational function and also process all requests to place a stop on Future Dated Transactions. We are leading performers within the UK Bank Industry and have a very strong and successful chargeback success rate.
Our Operational team are located offshore, with the UK Support & Control function based in Bradford.
The UK responsibilities are to ensure that our offshore colleagues are maximising all possible chargeback routes to provide cardholders with funds recovery and also internal Fraud write off recovery. Adhering to internal processes and policies; assessing and driving process change to improve performance and the customer journey.
You will need to build a very specialist knowledge on the Visa, MasterCard and Vocalink Regulatory Scheme processes and chargeback rules in order to provide effective support to both our Geoban offshore teams and the Bank in a Subject Matter expert capacity.
We will provide an internal training framework, with potential opportunity to attend external Industry recognised training direct from the Schemes. The majority of training is side by side training using cases to build understanding and knowledge of decision making whilst increasing process understanding - the operation is not onshore to review directly so detailed H2Gs are essential to use in conjunction with case reviews. You will also need to gain a thorough grasp of the accounting flow behind the chargeback operational steps and support the financial reconciliation processing.
We work closely not only with our teams offshore, but also with the Senior leaders of the Retail contact centre, Fraud Operations, Fraud Strategy and Service Delivery.
The Role, Key Responsibilities and Relationships
Your key stakeholder relationships will be with our operational colleagues based in Poland, Santander Ops finance and control teams, Santander Ops Fraud, Retail contact centres, Complaints and our Service Delivery oversight in San UK Fraud.
Establish strong and collaborative relations with our operational team offshore. Also with the offshore control team and systems control team.
Oversee daily end to end checks on all processes to ensure quality consistency and that processes are being followed in accordance with Bank policy and Scheme rules.
Undertake formal and informal coaching of team members to develop individual and team skills and behaviours
Provide guidance and advice for complex case scenarios flagged by our offshore colleagues in order to achieve best resolution within Scheme Regulations and with minimum losses.
Ability to adapt quickly to change and adhere to tight deadlines for delivery/SLAs.
Data collation and analysis to identify the root causes of customer complaints, service issues, volume spikes and make recommendations for process and efficiency improvements.
Review and drive improvements & involve the team in the development of ideas which improve business performance and establish best practice.
Always consider the full picture and engage with core stakeholder areas on the full End to End customer journey in order to drive process awareness, coaching support and feedback.
Collaborate with the Bank strategy and Industry team to build new, or amend existing processes in order to support the customer experience and regulatory changes. Contribute to policy recommendations/changes and ensure the change framework is followed with effective controls agreed and established in advance.
Liaising with internal Finance Control functions in order to provide support and analysis for Workflow ledger reconciliation and scheme settlement at month end.
The Control Team are the disputes SME's for the Bank and must build and maintain up to date accurate technical disputes knowledge in accordance with all the scheme rules applicable to our cardholders.
Advance review and understanding of all member letters and regulatory changes is essential.
Flexibility to travel to Bootle and Poland when required.
Knowledge, Skill and Experience Required
Excellent communication skills and able to interact and influence at all levels, particularly at senior levels.
Ability to interpret complex processes and data - and articulate them in a simplified manner.
Strong analytical skills and confident working with data.
Does not get frustrated with change at short notice and is flexible to adapt to change requirements from a Bank and regulatory scheme perspective. Enjoys taking accountability to own and drive change.
Work effectively with diverse x-site teams but also work independently.
Excellent attention to detail and ability to identify and mitigate critical risks and controls.
Enthusiastic and resilient with ability to manage multiple tasks and challenges.
Project Management skills to efficiently support change with our offshore teams and onshore stakeholders.
Knowledge of Visa, MasterCard and Link Regulatory scheme rules
Working with or implementing control frameworks
If the above is of interest and you meet the skills and experience required, please apply below.