Charge Back Analyst

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**: - Review and respond to chargeback claims promptly and accurately. - Compile necessary documentation and evidence to dispute unauthorized claims. - Monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns. - **Ethoca Alerts**: - Act swiftly on Ethoca alerts to reduce potential financial impact. - Document Ethoca cases and escalate unresolved issues to HQ. - **Order Processing**: - Monitor order completion and manage related follow-up tasks. - Address issues affecting order processing. - **Billing Escalations**: - Handle minor billing escalations from agents. - Ensure satisfactory resolution within established SLA timelines. - **Documentation**: - Accurately log and update records for chargeback cases, Ethoca alerts, order transactions, and billing escalations. - Maintain organized and up-to-date documentation for reporting and data integrity. - **Reporting and Feedback**: - Generate reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations. - Provide feedback to finance and fraud prevention teams on common chargeback causes or recurring billing inquiries. **Core Requirements**: - **Experience**: Previous experience in billing, finance, or similar administrative support role; familiarity with SaaS or subscription-based services 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. 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.,