Expert Chargeback Specialist

Position Overview:

We are seeking a highly skilled and detail-oriented US Chargeback Specialist to join our team. As a Chargeback Specialist, you will be responsible for managing and resolving chargeback disputes initiated by customers, banks, or credit card companies. Your primary goal will be to investigate chargeback cases, gather evidence, and represent the company’s interests to minimize financial losses and maintain customer satisfaction.

Key Responsibilities:

Chargeback Investigation: Analyze and investigate chargeback claims received from customers, credit card companies, or banks to determine their validity and legitimacy.

Evidence Gathering: Collaborate with various internal departments (e.g., customer service, sales, finance) to collect relevant transactional data, customer interactions, and supporting documents to build compelling cases for chargeback representment.

Dispute Resolution: Prepare and submit chargeback rebuttals with the acquired evidence to credit card companies or banks within required timeframes, effectively presenting the company’s position and protecting our interests.

Documentation and Reporting: Maintain detailed records of chargeback cases, investigation findings, and outcomes. Generate regular reports for management, highlighting trends, potential risks, and actionable insights to reduce future chargebacks.

Risk Mitigation: Identify patterns of fraudulent activities or potential weaknesses in the company’s processes that could lead to chargebacks. Work closely with relevant teams to implement preventive measures and minimize future chargeback occurrences.

Compliance and Regulations: Stay up-to-date with industry regulations, card network rules, and chargeback dispute procedures to ensure compliance with relevant guidelines and maintain high standards of performance.

Customer Support: Provide timely and accurate responses to customer inquiries related to chargebacks, explaining the investigation process, and keeping customers informed throughout the resolution process.

Chargeback Recovery: Collaborate with finance and accounting teams to track and recover funds associated with successful chargeback representment.

Continuous Improvement: Proactively suggest process improvements and contribute to ongoing initiatives to enhance chargeback management procedures, customer experiences, and overall operational efficiency.

Qualifications and Skills:

Bachelor’s degree in business, finance, or a related field is preferred.
Proven experience as a Chargeback Specialist or in a similar role, with a strong understanding of credit card processing, dispute resolution, and chargeback representment.
Familiarity with credit card networks’ rules and regulations (e.g., Visa, Mastercard, American Express).
Excellent analytical and problem-solving skills, with the ability to assess complex situations and provide data-driven insights.
Exceptional attention to detail and accuracy, ensuring all documentation is thorough and comprehensive.
Strong communication and negotiation skills to present compelling cases during chargeback representment.
Ability to work collaboratively with cross-functional teams to gather information and resolve disputes efficiently.
Knowledge of fraud prevention and risk mitigation techniques is a plus.
Proficiency in using chargeback management software and tools.
High ethical standards and a commitment to maintaining the confidentiality and security of sensitive information.
Join our team as a US Chargeback Specialist and play a crucial role in safeguarding the financial interests of our company while maintaining a high level of customer satisfaction.