Job Summary
We are looking for a detail-oriented and analytical Chargeback Specialist to join our team. The successful candidate will be responsible for managing and investigating chargeback disputes and ensuring that all chargebacks are processed in a timely and accurate manner. The Chargeback Specialist will work closely with our Customer Service, Payments, and Risk teams to resolve disputes and provide exceptional customer service.
Remote Work Qualifications
- Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
- Access to a home router and modem.
- A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
- A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
- The desire and ability to work and communicate with other team members via chat, webcam, etc.
- Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).
We only accept W-2 candidates, H-1B sponsorship is not available.
Responsibilities
- Manage and investigate chargeback disputes initiated by customers or issuing banks
- Analyze and evaluate customer transactions and corresponding documentation to determine the validity of chargebacks
- Communicate with customers and issuing banks to gather additional information, provide documentation, and negotiate resolutions
- Collaborate with our payments team to ensure that chargebacks are accurately processed and recorded in our accounting system
- Work cooperatively with other Risk Specialists to recognize trends and update system accordingly
- Monitor chargeback trends and provide insights and recommendations to reduce the frequency and impact of chargebacks
- Maintain accurate and up-to-date records of chargeback activity and related documentation
- Keep up to date with chargeback regulations and industry best practices
- Communicates and follows through with customers when recollection from chargeback is required
- Provide exceptional customer service to both internal and external stakeholders
Physical Requirements
- Work is performed while sitting/standing and interfacing with a personal computer.
- Requires the ability to communicate effectively using speech, vision, and hearing.
- Requires the regular use of hands for simple grasping and fine manipulations.
- Requires occasional bending, squatting, crawling, climbing, and reaching.
- Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.
Qualifications
Experience
- 2+ years of experience in chargeback management or related field preferred
- Strong analytical and problem-solving skills
- Excellent written and verbal communication and interpersonal skills
- Detail-oriented and able to manage multiple tasks simultaneously
- Familiarity with chargeback regulations and industry best practices
- Experience with chargeback management software and accounting systems is a plus
- Ability to work independently and as part of a team
- Strong organizational and time management skills
Education
This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.
Desired Traits & Skills
If you are a motivated and detail-oriented individual with a passion for customer service and chargeback management, we encourage you to apply for this exciting opportunity.