Your Arena:
1. Chargeback Management and Analysis
Review and Oversight
Review chargeback analyses performed by junior analysts, providing additional insights and recommendations.
Oversee chargeback processes for strategic customers, including managing Proof of Concepts (POCs).
Collaborate with the offsite team of chargeback analysts to ensure consistency, best practices and quality in chargeback handling.
Compare organizational performance against industry standards to ensure competitiveness.
Participate in industry forums and networks to stay informed about best practices.
Quality Assurance
Responsible for the QA done on cases. The operational methodology of what to be reviewed by others (e.g. decide what to sample).
Conduct quality assurance on case submissions to ensure accuracy and compliance with industry standards.
Review reports generated by analysts, ensuring clarity and precision.
Optimization of Templates and Evidence
Suggest and implement optimization processes for chargeback response templates and evidence/automation creation to increase win rates.
Leverage smaller reports (e.g. CS reports) into broader view and provide insights to improve our solution.
Develop and update internal policies to maintain compliance with regulatory requirements.
Provide training to team members on compliance-related topics.
2. Customer Support and Collaboration
Review and oversee customer success requests for information, leveraging deep domain knowledge to provide accurate and helpful insights.
Collaborate (and be a point of contact) with Sales, Marketing, Product, and Engineering teams to ensure they get domain related support.
3. Reporting and Documentation
Establish and enforce documentation standards to ensure consistency and completeness.
Regularly review and update documentation to reflect current processes and regulations.
Bachelors degree in Finance, Business Administration, or a related field.
Minimum of 3-5 years of experience in chargeback analysis or a similar role within the financial industry – Must.
Strong analytical skills with the ability to interpret complex data sets – Must.
Proficiency in data analysis tools such as Excel and SQL – Must.
Excellent communication and interpersonal skills, with the ability to present data insights to various stakeholders – Must.
In-depth knowledge of payment processing, chargeback management, and fraud prevention strategies – Must.
Experience with data visualization tools – Advantage.
Ability to work collaboratively across departments and lead initiatives to improve risk management processes.
