Our Payments Risk Management Team is seeking a highly motivated and detail-oriented Chargeback Specialist to join our growing team. In this role, you will play a critical role in managing customer disputes, protecting our revenue, and ensuring a smooth experience for our merchants.
- This position will be hybrid (remote/in office)
- Reports to: Payments Risk Management Specialist
What you will own
- Dispute Resolution Leadership: You will take ownership of a dedicated caseload, acting as the primary point of contact for merchants facing customer disputes. This includes managing a dedicated inbox, providing timely updates, and ensuring clear communication throughout the resolution process.
- Evidence Management Expertise: You will be responsible for gathering and verifying evidence from merchants to counter chargebacks, adhering strictly to network regulations. This includes reviewing, editing, redacting, and qualifying all evidence submissions before presenting them to banks and card networks.
- Time-Sensitive Response Management: Meeting strict deadlines is critical. You will own the timely submission of responses and evidence to maximize the success rate of dispute resolution.
- Dispute Outcome Communication: You will be responsible for clearly communicating both positive and negative dispute outcomes to merchants, ensuring transparency and building trust.
- Dispute Funds Management: You will oversee the collection and return of disputed funds, maintaining accurate records and ensuring proper financial management.
- Fraud Detection and Prevention Specialist: You will play a vital role in safeguarding our revenue by proactively monitoring chargeback volumes and identifying trends that may indicate potential fraud. Analyzing merchant activity and developing strategies to prevent future chargebacks through merchant education are also key aspects of this role.
- Compliance and Knowledge Champion: Remaining current on the latest chargeback and dispute regulations from major card networks (Visa, Mastercard, Discover, American Express) is essential. You will demonstrate a deep understanding of VISA and Mastercard transaction rules, ensuring adherence to industry standards.
What you will need to accomplish the job
- Exceptional Organizational and Time Management Skills: You possess the ability to prioritize tasks, manage your time effectively, and handle multiple disputes simultaneously with meticulous organization.
- Unwavering Attention to Detail: Accuracy is paramount. A keen eye for detail will ensure all aspects of your work are error-free.
- Effective Communication Skills: Your written and verbal communication skills are strong and professional. You can effectively de-escalate situations with upset merchants and clearly explain complex topics.
- Analytical and Problem-Solving Expertise: You have a proven ability to investigate disputes, analyze information, and formulate effective solutions to complex problems.
- Independent Learning and Development: You are a self-motivated learner with a strong desire to stay up-to-date on industry regulations and best practices.
What will make us love you
- This role is a perfect fit for a highly motivated and detail-oriented individual with a passion for exceptional customer service.
- You thrive in a fast-paced environment, are a strong team player, and bring a positive attitude and a willingness to learn.
- Previous experience with Chargebacks/disputes
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to [email protected] and we’ll confirm if you’re engaging with one of our Weave teammates!
What We Do
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