Chargeback Specialist

Job Description

Role & responsibilities: Owning chargebacks and representing cases end-to-end from informing the merchant, to gathering evidence, and disputing the chargeback through to resolution. Acting as the go-to person, coaching and educating small business owners on the dispute lifecycle. Identify proactive opportunities for the business to protect themselves against future disputes. Understanding the differences between card networks and being comfortable explaining them to customers. Juggling multiple priorities, shifting between support activities (like communicating with business owners via email/phone), building chargeback cases from the ground up, all while meeting operational deadlines. Analyzing and understanding insights into cases and interpreting those outcomes into ways to improve chargeback efficiency and reduce collections. Required Skills: 1- 2 years of related work experience. Extensive knowledge and experience with e-commerce card payments and ACH payments, ideally both in Canada and the United States. Solid experience handling chargebacks and dispute resolution, whether on the merchant or issuer side. Good understanding of Payment Card Network chargeback rules and regulations. Good understanding of NACHA and Payments Canada rules and regulations. Understanding of full credit card chargeback dispute life cycles. Excellent customer service, relations and/or vendor management skills Strong analytical and problem-solving skills.