The Role
Owns chargeback disputes from merchant notification through resolution, including evidence collection, case submission, and adherence to card-network rules. Coaches merchants on dispute prevention, collaborates with Risk, Finance, Product, banks, and vendors, and identifies process improvements. The role also supports fraud prevention, reporting, collections, accounts receivable, customer communications, and analysis to improve chargeback efficiency and reduce losses.
Summary Generated by Built In
At Wave, we help small businesses to thrive so the heart of our communities beats stronger. We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly and share your knowledge generously.
As a Chargeback Dispute Specialist, you will offer a unique opportunity to dive deep into the
world of payments. You drive chargeback resolution by meticulously examining transactions,
collecting evidence, and communicating with merchants. Ensure adherence to card network
rules, safeguard financial integrity, and contribute to a seamless payment experience.
world of payments. You drive chargeback resolution by meticulously examining transactions,
collecting evidence, and communicating with merchants. Ensure adherence to card network
rules, safeguard financial integrity, and contribute to a seamless payment experience.
Here’s How You Make an Impact:
- 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. - Identifying opportunities for policy, procedure, and process improvements within
Chargeback Operations. - Working closely with Risk, Finance, and Product teams to reduce loss to our customers
& Wave. - Developing positive relationships with business owners, vendors, key banking partners
or other financial institutions, ensuring accuracy, efficiency, and a professional
experience throughout. - 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,
assisting with Fraud prevention and reporting, developing informational content for
customers to guide them through the chargeback process, addressing accounts
receivable, all while meeting operational deadlines. - Analyzing and understanding insights into cases and interpreting those outcomes into
ways to improve chargeback efficiency and reduce collections.
You Thrive Here By Possessing the Following:
- 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.
- Demonstrated leadership skills. A desire to support others with the intent of achieving
team goals. - Ability to effectively manage deadlines in a fast-paced and high-volume environment.
- Experience managing collection and/or credit risk practices.
- Knowledge of fraud and risk best practices or experience working in a fintech company
would be an asset.
At Wave, we value diversity of perspective. Your unique experience enriches our organization. We welcome applicants from all backgrounds. Let’s talk about how you can thrive here!
Wave is committed to providing an inclusive and accessible candidate experience. If you require accommodations during the recruitment process, please let us know by emailing [email protected]. We will work with you to meet your needs.
We use Google Gemini, a secure AI assistant, during interviews for note-taking purposes only. Notes are kept confidential and are not shared outside the hiring process. This allows our interviewers to stay fully focused on you during the conversation.
This advertised posting is a current vacancy.
Skills Required
- 1–2 years of related work experience
- Extensive knowledge and experience with e-commerce card payments and ACH payments
- Experience with both Canadian and United States payment systems
- Experience handling chargebacks and dispute resolution on the merchant or issuer side
- Understanding of Payment Card Network chargeback rules and regulations
- Understanding of NACHA and Payments Canada rules and regulations
- Understanding of full credit card chargeback dispute lifecycles
- Excellent customer service, relationship management, and/or vendor management skills
- Strong analytical and problem-solving skills
- Demonstrated leadership skills and ability to support team goals
- Ability to manage deadlines in a fast-paced, high-volume environment
- Experience managing collection and/or credit risk practices
- Knowledge of fraud and risk best practices
- Experience working in a fintech company
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The Company
What We Do
Wave is one-stop money management for small business owners. We empower small business owners to manage their finances fearlessly by offering the simplest financial management solution they can’t live without. As an award-winning company, and one of the fastest-growing financial services software solutions, we are unwavering in our commitment to grow and support both our customers and our people. We care deeply and we challenge directly. We re-imagine the possible, together, to achieve extraordinary results for the small business owners we serve.
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