Card Disputes Analyst

Location: India, Hyderabad
Department: Customer (Member) Operations
Posted: February 5, 2025

ABOUT THE ROLE

• As a Dispute Analyst, you’ll be working in the Ongoing Monitoring team at Tide. To carry out this role efficiently, you need to be organised and able to remain calm under pressure.
• You will be responsible for investigating fraud and scam activities. Additionally, you will analyse transactions, gather evidence, and work closely with internal teams and external partners to detect and prevent fraudulent activities, protect customer assets, and ensure regulatory compliance. Strong communication skills are essential, as you will need to interact with Tide members and resolve their queries promptly.
• Your interpersonal skills will be crucial when working with many of Tide’s internal and external stakeholders, and you must take initiative in a busy and ever-changing work environment. Flexibility to work shifts in a 24/7 operational environment with rotational shifts is required.

ABOUT THE ROLE 

• Raising chargeback requests on behalf of our members.
• Responding to queries from our finance partners and third-party financial institutions.
• Reviewing the chargeback/representation documents received from our finance partners.
• Ensuring compliance with relevant banking regulations, laws, and industry standards related to fraud prevention, reporting, and customer protection.
• Making fair decisions based on high-quality investigations and in line with external regulations and internal policies to deliver fair outcomes for our customers.
• Researching and investigating disputed card transactions and performing network analysis.
• Making outbound calls to our members, if required, to resolve queries immediately.

WHAT WE ARE LOOKING FOR

• A minimum of 1+ year of fraud/investigation experience; experience in the banking industry is a plus.
• Keen interest in transaction monitoring, financial crime, or fraud.
• Ability to remain calm under pressure.
• Excellent communication and interpersonal skills to collaborate effectively with internal teams and external stakeholders.
• Ability to adapt to changing priorities, work independently, and make sound decisions in a fast-paced banking environment.
• Problem-solving skills and a willingness to share your solutions.
• Prior customer service experience.

WHAT YOU WILL GET IN RETURN 

• • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • WFH Setup allowance
  • 15 days of Privilege leaves
  • 12 days of Casual leaves
  • 12 days of Sick leaves
  • 3 paid days off for volunteering or L&D activities

Tidean Ways of Working : 

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.