Job Description

dispute/Chargeback Investigation:

Review and analyze incoming chargeback disputes initiated by customers, banks, or credit card companies.

Verify the accuracy and completeness of transaction records and supporting documentation.

Documentation and Record-keeping:

Maintain organized records of chargeback cases, including transaction details, correspondence, and evidence.

Ensure that all documentation meets compliance and regulatory requirements.

Communication:

Correspond with customers, banks, and payment processors to gather additional information, clarify details, and provide updates on the chargeback process.

Professionally handle customer inquiries related to dispute/chargebacks and provide clear explanations of the resolution process.

Resolution Process:

Evaluate the validity of dispute/chargeback claims by comparing transaction data, evidence, and applicable regulations.

Determine whether to accept or challenge the chargeback and initiate the appropriate action.

Customer Relationship Management:

Maintain positive customer relationships during the dispute/chargeback resolution process, addressing concerns and questions professionally.

Strive to find mutually satisfactory resolutions when possible.

Reporting and Analysis:

Generate reports on dispute/chargeback trends, root causes, and resolution outcomes.

Collaborate with the fraud prevention team and other relevant departments to reduce dispute/chargeback occurrences.

Compliance and Regulations:

Stay up-to-date with dispute/chargeback regulations, card network rules (e.g., Visa, MasterCard), and industry best practices.

Ensure that dispute/chargeback resolution processes comply with legal and regulatory requirements.

Qualifications

Education:

A bachelor's degree in a related field, such as finance, business, or a relevant discipline, is often preferred but not always required.

Experience:

Prior experience in chargeback resolution, dispute management, or a related financial role is highly desirable.

Familiarity with payment processing systems and chargeback regulations is beneficial.

Analytical Skills:

Strong analytical and problem-solving skills are crucial for evaluating the validity of dispute/chargeback claims and analyzing transaction data.

Communication Skills:

Excellent written and verbal communication skills are necessary for interacting with customers, banks, and internal teams, as well as for providing clear explanations throughout the resolution process.

Attention to Detail:

A keen eye for detail is essential for reviewing transaction data, gathering evidence, and maintaining accurate records.

Compliance Awareness:

Knowledge of chargeback regulations, card network rules, and industry best practices is crucial to ensure that dispute resolution processes are in compliance with legal and regulatory requirements.