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Chargeback Case Specialist
2 months ago
At Fullsteam Operations LLC, we are passionate about delivering exceptional services that empower businesses to thrive. As a prominent provider of integrated software and payment solutions, we are dedicated to enhancing customer experiences across various sectors.
The Chargeback Case Specialist plays a crucial role in our financial operations, acting as a liaison between our clients and financial institutions. This position is responsible for investigating transaction disputes, assessing documentation, and determining the legitimacy of claims, including instances of fraud. Your expertise will be vital in ensuring our clients receive the best possible outcomes while adhering to industry standards.
Key Responsibilities:
- Analyze incoming chargeback requests to ascertain their validity based on transaction details and customer interactions.
- Collaborate with clients, banks, and internal departments to gather necessary documentation for effective dispute resolution.
- Maintain communication with merchants regarding the progress of their cases and provide clarity on procedures.
- Compile and present comprehensive evidence packages to financial institutions to contest chargebacks on behalf of our clients.
- Keep meticulous records of all chargeback cases in our database, ensuring timely updates and follow-ups.
- Advise merchants on strategies to reduce chargebacks, focusing on fraud prevention and customer service enhancements.
- Monitor and report on chargeback trends and recovery metrics, offering insights to management for improvement initiatives.
- Collaborate with cross-functional teams to develop proactive measures aimed at minimizing future chargebacks.
- Proficient in data analysis tools (e.g., Excel, SQL) to identify patterns and potential fraudulent activities.
- Understanding of payment processing systems and chargeback protocols, including relevant regulations.
- Familiarity with chargeback management software and dispute resolution tools.
- Knowledge of the legal landscape surrounding chargebacks and compliance requirements.
- Awareness of the operational guidelines set forth by major payment networks.
- Insight into current fraud trends and cybersecurity challenges.
- Strong analytical and problem-solving abilities to evaluate chargeback claims effectively.
- Excellent communication and negotiation skills for interactions with clients and financial entities.
- Detail-oriented with the capacity to manage multiple cases under tight deadlines.
- Demonstrated integrity and ethical judgment in handling sensitive financial information.
- Proactive in identifying and addressing potential fraud risks.
- Able to work independently and collaboratively within a team environment.
- Commitment to ongoing professional development and staying informed about industry advancements.
- 2+ years of experience in fraud prevention or chargeback management within the financial sector.
- 1-2 years in a customer service capacity.
- 1+ years of experience in finance, analytics, or accounts receivable.
