Industry/Sector

Not Applicable

Specialism

Conduct and Compliance

Management Level

Senior Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Disputes Operations Associate / Senior Associate, you will support client-facing regulatory risk and compliance work within our Risk and Compliance practice, helping organizations manage disputes operations, regulatory requirements, and control activities. As a Senior Associate, you will analyze complex issues, manage assigned workstreams, build meaningful client connections, and mentor junior team members while using critical thinking to guide deliverables and navigate changing priorities. In this role at PwC, you will apply your understanding of regulatory risk compliance, interpret data to inform recommendations, respond to different perspectives, and uphold professional and technical standards while contributing to client service engagements and broader business objectives.

Responsibilities

Common Agent Requirements

Agents must have computer and Internet experience as necessary to perform the Services and a strong command of the language served. The hiring profile shall be customized to Client requirements as set forth below and applies to both roles:

1.[BPO Partner] Agents will provide written communication with End User Members in English at [CEFR level] proficiency.

2.Must be 18 years of age or older.

3.High School diploma or equivalent required. College degree preferred.

4.Previous customer service experience preferred.

5.Must have experience and be comfortable using computers and the internet. Experience using a ticketing platform such as Salesforce CRM is preferred.

6.Strong attention to detail.

7.Must be flexible to work any shift within a 24-hour period including days, nights, weekends, and holidays, including, without limitation, U.S. and [Partner Country] holidays.

8.Previous Regulation E, Visa Payment Network, and NACHA rules experience or related training required.

9.Must have the ability to work independently.

10.Must have a minimum typing speed of 35 WPM with 85% accuracy (in the English language).

11.Must have knowledge of or be trained on basic financial terms.

Back-Office Investigative Agent

The EFT Operations Specialist (Back-Office Investigation) is responsible for processing debit card disputed items and investigating claims in a fast paced work environment. Must possess in-depth knowledge of debit card dispute processing rules, Regulation E rules, and Visa Zero Liability rules.

Responsibilities

●      Processes debit card disputes, ensuring appropriate and complete documentation is obtained from the member, and all appropriate documentation is maintained in the dispute files.

●      Documents notes and findings in the dispute system to ensure accurate information and dispute statuses are maintained.

●      Processes disputed items and performs follow ups on outstanding items.

●      Sends required correspondence to members regarding the status of their disputed items.

●      Ensures debit card reorders are completed timely and accurately.

●      Ensures daily automated tasks are complete through review of files and reports.

●      Works with internal and external partners to ensure systems and processes are effective and accurate.

●      Pulls reports and other data to assist management in understanding the status and amount of disputed items.

●      Understands and maintains compliance with Regulation E and Visa Zero Liability Rules while adhering to Client policies and procedures.

●      Demonstrates regulatory and technical knowledge to provide guidance and support to internal staff and members on dispute items.

●      Manages strict deadlines and performs time sensitive duties accurately and efficiently.

●      Maintains a working knowledge of all functions within the department to sustain the integrity of the department's guidelines.

●      May be cross trained in other areas of Operations and/or Member Success related functions.

What You Must Have

- At least a Bachelor's degree
- At least 3 years of experience
- Oral and written proficiency in English required

What Sets You Apart

- 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

Travel Requirements

Not Specified

Job Posting End Date