Job Summary: The Chargeback Analyst will be an integral part of the Payment and Risk Operations team, responsible for managing chargeback disputes, merchant disputes, reconciliation processes, and customer communication. This role requires a strong understanding of payment card risk management, with expertise in investigating transaction discrepancies, processing disputes, and maintaining compliance with industry standards. The ideal candidate will be detail-oriented, tech-savvy, and capable of making independent decisions in a fast-paced environment.
Key Responsibilities:
- Issuing Chargeback Management: Review, research, investigate, and submit outgoing chargeback disputes to processors.
- Merchant Dispute Handling: Review, research, and prepare representment letters for incoming merchant disputes.
- Chargeback Reconciliation: Update and track chargeback status to ensure timely resolution.
- Customer Communication: Respond to documentation requests via email and phone calls professionally.
- Compliance & Performance Standards: Ensure dispute milestones are met within required timeframes.
- Data Management: Maintain accurate records related to chargebacks, disputes, and financial transactions.
Education & Experience Requirements:
- Minimum 2 years of chargeback/payment card risk management experience (required).
- Minimum 2 years of customer service experience (required).
- Strong data analysis and investigative reporting skills.
- Ability to resolve transaction/payment issues independently without complete process guidance.
- Clear and effective communication skills for managing customer interactions.
- Proficiency in Excel and other tools for creating spreadsheets, models, and reports.
- Ability to make sound judgment calls in dispute resolution.
Core Competencies:
- Fast Learner & Tech-Savvy
- Excellent Communicator
- Reliable Team Player
- Attention to Detail
- Self-Starter & Problem-Solver
- Thrives in a Fast-Paced Environment
- Independent Decision Maker with Strong Analytical Skills
Work Schedule & Hiring Process:
- Work Hours: 9 AM 6 PM CST
Interview Process:
- Round 1: Hiring Manager (Zoom Interview)
- Round 2: Team Lead (Zoom Interview)