Chargeback Specialist

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
• 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.