Job
Description
As an Agent in this role, your main responsibilities will include managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. You will need to review and respond to chargeback claims promptly and accurately, compile necessary documentation to dispute unauthorized claims, and monitor chargeback trends to identify potential fraud patterns. It is crucial to act swiftly on Ethoca alerts to reduce financial impact by addressing fraudulent transactions and escalate unresolved issues to HQ. You will also be responsible for monitoring order completion, managing follow-up tasks, and addressing any issues affecting order processing. Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, ensuring a satisfactory resolution within established SLA timelines, is also part of your role. Accurate documentation is key in this position. You must log and update records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations. Maintaining organized and up-to-date documentation is essential to support reporting and ensure data integrity. In terms of reporting and feedback, you will generate reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends and potential areas for improvement. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also part of your responsibilities. Core Requirements: - Experience in billing, finance, or a similar administrative support role is preferred, with familiarity in SaaS or subscription-based services. - Attention to detail is crucial in processing orders, handling chargebacks, and addressing billing issues. - Clear and professional written and verbal communication skills are necessary to handle billing inquiries and chargeback documentation. - Strong organizational skills are required to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - 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. - Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: - Chargeback Response Rate: Timeliness and effectiveness in managing chargeback claims. - Ethoca Alert Handling: Prompt and efficient resolution of Ethoca alerts. - Order Accuracy: Accuracy in processing orders and maintaining transaction records. - Billing Resolution Time: Efficient handling of minor billing escalations within SLA requirements. - Error Rate: Minimal errors in documentation, order processing, and financial transactions.,
