Job
Description
As an Agent in this role, you will be responsible for managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. Your primary duties will include the following: Chargeback Management: You will review and respond to chargeback claims in a timely and accurate manner, compiling necessary documentation and evidence to dispute unauthorized claims when applicable. It will be crucial to monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to help mitigate future disputes. Ethoca Alerts: Acting swiftly on Ethoca alerts is essential to reduce potential financial impact by proactively addressing fraudulent transactions and unauthorized purchases. You will be responsible for documenting Ethoca cases and escalating unresolved issues to HQ. Order Processing: Monitoring order completion, managing related follow-up tasks, and addressing issues affecting order processing will also be part of your responsibilities. Billing Escalations: Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, is crucial. You must ensure a satisfactory resolution within established SLA timelines. Documentation: Accurately logging and updating records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations is necessary. Maintaining organized and up-to-date documentation will support reporting and ensure data integrity. Reporting and Feedback: Generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends, patterns, and potential areas for improvement is a key aspect of the role. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also expected. Core Requirements: - Experience: Previous experience in billing, finance, or a similar administrative support role; familiarity with SaaS or subscription-based services is preferred. - Attention to Detail: High accuracy and attention to detail in processing orders, handling chargebacks, and addressing billing issues. - Communication Skills: Clear and professional written and verbal communication skills to handle billing inquiries and chargeback documentation. - Organizational Skills: Strong ability to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - Fraud Prevention Awareness: Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. - Billing Systems and Financial Software: Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. - Analytical Skills: Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: Your performance will be evaluated based on the following Key Performance Indicators (KPIs): - Chargeback Response Rate - Ethoca Alert Handling - Order Accuracy - Billing Resolution Time - Error Rate Overall, this role requires strong attention to detail, effective communication skills, organizational abilities, and a focus on fraud prevention and customer satisfaction to successfully manage chargebacks, Ethoca alerts, order processing, and billing escalations.,
