Risk Operations Analyst 
Full-time 
US-OH-Columbus-Polaris McCoy Center / 54101  
Job Posting:Aug-11-2011-Requisition ID 110069953   
Job Description  
Risk Operations Analyst-110069953 
Description   
Research and resolve customer disputed transactions via systematic input.  Must be able to express empathy towards customer's perspective and understand diversity.  Maintain professionalism under all circumstances. Independently resolve some level of customer issues where policy and procedures are not clear cut. Able to apply federal regulation and processor (VISA, ATM shared network) requirements on a situational basis. Identifies and communicates opportunities for process improvement.    
Work schedule is 3pm - 12am 
Qualifications   
Qualifications: 
•	Previous in-bound call center experience 
•	Self-starter with strong organizational skills. 
•	Ability to comprehend the debit/credit card industry and related company policies as it pertains to resolving merchant dispute. 
•	Ability to comprehend Visa and MasterCard guidelines and Federal Regulation E. 
•	Excellent verbal and written communication skills are required for frequent customer interaction. 
•	Excellent reading comprehension and problem-solving skills. 
•	Adaptability, dependability, and flexibility needed to keep up with changing work assignments and work schedule. 
•	Customer-focused, understanding of individual customer needs. 
•	Can adapt to the needs of challenging calls (ie: diffusing customer anger, negotiating with merchants). 
•	Ability to remain professional in all circumstances to customers, merchants, and teammates. 
•	Strong computer navigation skills and typing skills. MS Word, Excel. 
•	Multi-lingual skills a plus. 
•	Previous merchant dispute/chargeback experience preferred. 
. You will work under general supervision and demonstrate some judgment capability to review and/or investigate routine risk transactions or reports. In accordance with departmental procedures and Federal Regulations, you will take proactive measures to prevent losses through blocking ATM/debit cards, analyzing suspicious account activity and properly reporting and categorizing activity that has created loss exposure. You will operate in a team environment and will communicate directly with customers as a primary component of your job responsibility. You will also rely upon effective relationships with Corporate Security, the Law Department, account officers and other representatives from various lines of business, and outside financial institutions.   
Job 
 Other 
Primary Location 
US-OH-Columbus-Polaris McCoy Center / 54101 
Organization 
 Total Deposit Risk Operations 
Schedule 
 Full-time 
Job Type 
 Standard 
Shift 
 Evening Job 
Employee Status 
 Regular 
Recruiter 
 Douglas Hill 
Hiring Manager 
 Brenda Roy