Lead Chargeback Analyst

The Opportunity

We are seeking a talented Lead Chargeback Analyst. The Lead Chargeback Analyst will provide direction, training, coaching and support to the Chargeback Analyst staff; ensuring departmental/team goals are met. Incumbent will serve as a resource to the staff, management team and clients and will have working knowledge of all functions performed by Chargeback Analysts. Incumbent will be a mentor to Chargeback Analyst staff on case processing, settlement variances and interpretation of network/association rules and regulations. Responsibilities also include identifying and reporting departmental issues/escalations through proper channels as well as special projects assigned by department leadership.

Day In The Life (5-7 bullet points - main job responsibilities)

• Provides leadership and support to staff.

• Ensures the team’s daily production and quality objectives are met while demonstrating the highest level of internal and external customer service.

• Promptly and accurately respond to questions from the team, including escalated situations.

• Provide prompt Secondary Level Review (SLR) on cases above Chargeback Analyst’s limits.

• Support staff with case review.

• Support Chargeback Analyst team with training on various disciplines/case stages as needed. Process to include instruction on network rules, Chargeback Reason Code decisioning, department policies and other relevant activities. 

• Service escalated inbound cardholder calls as needed.

• Provide supervisor updates on staff performance, offer feedback and advise of conduct issues.

• Report/log staff errors as necessary for supervisor coaching. 

• Provide guidance to Analyst staff on Quality Control audits and productivity results. Ensure team members have the resources and training to meet or exceed expectations.

• Research and review possible financial losses due to employee/system errors. Mitigate loss whenever possible and provide client reimbursements for approval and processing. Report staff losses to leadersip for coaching opportunities.

• Maintain working knowledge and undestanding of Visa, Mastercard and other network Chargeback rules and requirements pertaining to case processing. 

• Review association/network rules and system changes and provide feedback to management on impact to department or client processes and procedures.

• Assist with updating procedures and other department documents. Communicates critical changes to respective teams to ensure compliance.

• Maintain awareness of fraud/non fraud trends. Report identified issues to management as necessary.

• Serve as Subject Matter Expert (SME) for training documentation, providing input and updates when necessary.

• Assist teams with Chargeback processing as needed during peak seasons or spikes in volumes.

• Perform all other duties as assigned.

Experience

• Three (3) years' experience in customer service, with two (2) years' experience working in credit and debit card

  fraud/non fraud disputes required.

• Experience with leading or reviewing the work of other employees preferred.

Education

• High School Diploma or GED required.

• Associates Degree in a related field or equivalent combination of education and/or experience preferred.

Skills

• Demonstrate behaviors based on Velera values: Dedication, Collaboration, Belonging, Curiosity and Intergrity.

• Adult learning and training principles.

• Expert knowledge of the Velera dispute processing platforms and systems.

• Expert knowledge of Visa, Mastercard and other network rules and dispute cycles as they relate to processing of fraud/non-fraud disputes.

• Expert knowledge of credit and debit card settlement impacts to cardholder accounts and client.

• Proven ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids.

• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines.

• Demonstrated excellent analytical and quantitative skills.

• Ability to exercise discretion and good judgment in making decisions.

• Advanced proficiency in word processing and spreadsheet computer software applications.

• Minimal travel may be required.

• Ability to maintain confidentiality of materials handled.

• Ability to be flexible and work under high pressure in a complex environment.

THE PERKS

• Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

• Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.

• Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

• 401K with generous company match.

• Tuition reimbursement.

• Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.