Charge Back Agent

As a Chargeback Management Specialist, your primary responsibility will be to review and respond to chargeback claims promptly and accurately. This includes compiling necessary documentation and evidence to dispute unauthorized claims when applicable. You will also monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to minimize future disputes. In addition to chargeback management, you will be responsible for acting swiftly on Ethoca alerts to mitigate potential financial losses by proactively addressing fraudulent transactions and unauthorized purchases. Documenting Ethoca cases and escalating unresolved issues to HQ will also be part of your duties. Monitoring order processing, managing follow-up tasks related to orders, and addressing any issues affecting order completion will be crucial in ensuring smooth operations. Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, will also be under your purview, with a focus on achieving satisfactory resolutions within established SLA timelines. Accurate logging and updating of records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations will be essential. Maintaining organized and up-to-date documentation is key to supporting reporting and ensuring data integrity. Furthermore, you will be tasked with generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to identify trends, patterns, and areas for improvement. Providing feedback to finance and fraud prevention teams on common chargeback causes or recurring billing inquiries will also be part of your role. For this position, previous experience in billing, finance, or a similar administrative support role is required, with familiarity in SaaS or subscription-based services preferred. Attention to detail, strong communication skills, and organizational abilities are essential to effectively process orders, handle chargebacks, and address billing issues. Desired skills for this role include fraud prevention awareness, familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. Experience working with billing systems or financial software to manage transactions and resolve billing inquiries is also beneficial. Analytical skills to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction, are highly valued. As a Chargeback Management Specialist, you will be evaluated based on key performance indicators related to your job responsibilities.,