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Case Manager, Chargebacks

2 months ago

Auburn, United States Fullsteam Operations LLC Full time

It's fun to work in a company where people truly BELIEVE in what they're doing

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Case Manager, Chargebacks is a financial investigator who works with banks, processors and card networks on behalf of our customers. Your primary duties are to investigate disputes, look for documentation of a purchase, determine whether there was fraud, and validate the chargeback if appropriate. This is a pivotal role in our operations as you will also work with merchants and key internal stakeholders to ensure their record-keeping systems are adequate.

This position requires a meticulous approach to reviewing transactional disputes, identifying fraudulent activity, and implementing strategies to recover funds while maintaining compliance with payment card industry standards and regulations. By effectively analyzing and resolving these disputes, the Case Manager, Chargebacks helps to minimize financial loss for our customers, while upholding exceptional standards of customer service for Fullsteam.

A qualified Case Manager, Chargebacks will have a strong background in both finance and communications, with specific work experience dealing with the payments industry.

Primary Responsibilities:

  • Review and process incoming chargeback claims to identify validity based on transaction evidence, customer interaction records, and merchant agreements.
  • Liaise with customers, banks, and internal teams to gather additional information or documentation necessary for chargeback dispute resolution.
  • Communicating with merchants about the status of their cases, and answering questions about the process.
  • Prepare and submit compelling evidence packages to card networks or financial institutions to dispute chargebacks on behalf of the company or its clients.
  • Update and maintain accurate records of all chargeback cases in the company's database, ensuring timely follow-up and resolution status tracking.
  • Educate and advise merchants on best practices for minimizing chargebacks, including fraud prevention strategies and customer service improvements.
  • Calculate and report on chargeback ratios, trends, and recovery rates, providing insights and recommendations to management for reducing overall chargeback volumes.
  • Work closely with cross-functional teams to implement strategies for preventing future chargebacks.
Technical Skills & Knowledge:
  • Proficiency in data analysis tools and software (Excel) to analyze transaction patterns and identify fraudulent activities.
  • Knowledge of payment processing systems, chargeback processes, and industry regulations (like PCI-DSS requirements).
  • Familiarity with chargeback management software, and the tools used for dispute resolution and fraud prevention.
  • Understanding of the legal and regulatory framework surrounding chargebacks and dispute resolution .
  • Knowledge of Visa, Mastercard, and other payment network rules and regulations.
  • Awareness of current trends in fraud, cybersecurity threats, and countermeasures.
Soft Skills:
  • Strong analytical and problem-solving skills to effectively assess chargeback claims and dispute cases.
  • Excellent communication and negotiation skills to deal with customers, banks, and payment processors.
  • Attention to detail and the ability to work under pressure, manage tight deadlines, and handle multiple cases simultaneously.
  • Integrity and a strong ethical stance, given the sensitive nature of the work involving financial transactions and personal data.
  • Proactive attitude; willing to research and work towards identifying and addressing potential fraud risks.
  • Ability to work independently, as well as part of a team.
  • In addition to these qualifications, applicants should be committed to continuous learning and should have a desire to stay up to date with changes in payment technologies, fraud detection techniques, and industry best practices.
Preferred Qualifications:
  • 2+ years of fraud prevention and/or chargebacks related to online credit card fraud / finance or bank related experience.
  • 1-2 years in a customer services role (phone/email).
  • 1+ years of experience in accounts receivable, analytics, or finance.


Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.