Job
Description
Job Summary: The Chargeback Review Specialist is responsible for reviewing and managing chargeback requests from customers across multiple payment platforms. This role involves accurately categorizing and prioritizing chargebacks, gathering necessary documentation to support disputes, and ensuring compliance with regulatory standards. The specialist will collaborate with internal teams to resolve escalated cases, analyze trends, and provide insights for process improvements, all while maintaining high standards of confidentiality and security. Key Responsibilities: Review incoming chargeback requests from customers across various payment platforms. Accurately classify and prioritize chargebacks according to set criteria (e.g., fraud-related, service issues, etc.). Collect necessary documentation and transaction details to support chargeback disputes. Ensure all case files are complete, compliant with regulatory standards, and properly archived in internal systems. Analyze transaction data and customer claims to verify their validity. Spot patterns or trends that may indicate potential fraud or inefficiencies in the process. Collaborate with internal teams (Risk, Treasury, Customer Support) to resolve escalated cases. Communicate findings and outcomes to relevant parties, ensuring timely updates. Help generate daily, weekly, and monthly reports on chargeback activities, highlighting key performance indicators (KPIs) and trends. Contribute to process improvement by offering feedback on enhancements. Follow company policies and industry regulations related to payment processing and data security. Uphold high standards of confidentiality and security when handling sensitive data. Qualifications: 3-4 years of experience in payment operations, fraud investigations, chargeback processing, or customer support in a financial services or payments setting. Strong analytical skills with the ability to identify trends and resolve complex issues with precision and attention to detail. Excellent communication skills, both written and verbal, with a customer-first mindset, able to handle and resolve 50+ escalations or cases weekly. Experience with payment systems, fraud detection tools, and case management platforms (e.g., Salesforce, Zendesk, or similar). Comprehensive knowledge of payment processing standards, regulatory requirements, and security protocols for handling sensitive data. Proven track record of collaborating with cross-functional teams such as Risk, Treasury, Customer Success, and Engineering to address escalations and improve processes. Demonstrated ability to manage multiple tasks, meet SLAs, and deliver high-quality results in a fast-paced environment.
