Jagan M

• MasterCard Credit Card Non-Fraud Mails & Correspondence Process for formal communication and documentation procedures between the cardholder and issuing bank. This process typically involves resolving non-fraud disputes and chargebacks related to legitimate transactions.
• When a non-fraud issue arises, the first step involves initiating a formal complaint.
• Most non-fraud communications are done via secure email. Especially when dealing with legal matters, formal letters may be mailed. This is more common for chargebacks or disputes that require physical evidence or need to adhere to strict timelines.
• The issuer acknowledges the dispute and provides the cardholder with a confirmation, usually via email or a letter, and assigns a case or dispute number.
• Take necessary action for mails within the SLA time limits to resolve the customer queries and complaints.

Working as Backend Fraud and Claims Operation Agent for Roles 15 & 25

Proactively analyzed transactions and dispute reports, and identified trends in fraud.

Analyzing unauthorized transactions of customers via DAT application (Dispute Automated Tracking).

Reviewed daily negative VISA reports, handled VISA card disputes, and initiated Chargebacks for various codes, including fraud.

Initiates chargebacks through VROL (Visa Resolve Online) online system.

Issued cardholders credits, researched fraud issues, created, maintained, and entered information.

Initiated chargebacks to merchant account, which result in credit to cardholder account and debits to merchant account.

Reviewed incoming cardholder correspondence, disputing charges and designating the proper reason codes, to ensure this action is taken. Imaged documents through VISA.

Processed and maintained chargeback fulfillment through the entire dispute cycle.

Progression of Interest, reversing the Credit card fee, Overdraft Fee, which occurred in the Customer's account due to Unauthorized transactions