Chargeback Manager

Paymentwall is a global leader and pioneer in payments. We are committed to revolutionizing the financial landscape with cutting-edge technology and innovative services tailored to meet the diverse needs of businesses worldwide.

As a rapidly growing company headquartered in San Francisco, USA, with 20+ offices worldwide, Paymentwall offers a dynamic and inclusive work environment where your ideas and talents can truly make an impact. Join our team and be part of a global network that's transforming the future of payments.

At Paymentwall, you will be part of a team that provides a one-stop solution for businesses, seamlessly integrating advanced payment processing, real-time transaction analytics, and robust security measures. Our platform is designed to simplify and streamline payment operations, providing unparalleled convenience and efficiency.

Who might be a fit:

We are looking for a dedicated and detail-oriented CHARGEBACK MANAGER to join our team. As the leader of the Chargeback team, you will have complete control over the chargeback handling process and will be an integral part of our customer’s experience with our product. We are a customer-focused company, dedicating a great deal of resources and time to ensure our clients' satisfaction and the security of the traffic. Lead your own team of international specialists and help us innovate the chargeback process.

The ideal candidate will possess the following qualifications and attributes:

• Experience and Expertise:
  • Minimum of 5 years of experience in chargeback management within the payments or financial services industry.
  • Bachelor’s Degree in Finance, Business, Accounting, Legal, or related fields.
  • In-depth knowledge of payment processing systems, chargeback processes, and industry regulations.
  • Proven track record of reducing chargeback ratios and implementing effective fraud prevention strategies.
• Analytical Skills:
  • Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends.
  • Experience in using analytical tools and software to monitor and report on chargeback metrics.
• Attention to Detail:
  • Exceptional attention to detail and accuracy in managing chargeback cases and documentation.
  • Ability to meticulously review transaction details and identify discrepancies.
• Communication Skills:
  • Excellent verbal and written communication skills to effectively interact with internal teams, customers, and financial institutions.
  • Ability to explain complex chargeback issues clearly and concisely to non-technical stakeholders.
• Customer Focus:
  • Strong commitment to delivering exceptional customer service and resolving disputes efficiently.
  • Empathy and patience when dealing with customers and merchants regarding chargeback disputes.
• Leadership and Teamwork:
  • Proven leadership skills with the ability to manage and mentor a team of chargeback specialists.
  • Collaborative mindset with the ability to work effectively with cross-functional teams.
• Adaptability and Initiative:
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing industry trends and regulations.
  • Proactive approach to identifying opportunities for process improvements and implementing best practices.

Requirements:

• Oversee the handling of retrieval requests, chargebacks, and all kinds of disputes in a timely and accurate manner while maintaining awareness of different payment system requirements and regulations.
• Analyze chargeback input for Paymentwall and suggest strategies for improvements.
• Supervise system functionality, chargeback processes, and lifecycle.
• Manage team performance.
• Follow and implement the updates on card scheme operational and chargeback regulations.
• Follow and implement the updates on our partner’s dispute manuals and guidelines.
• Communicate with Paymentwall's clients and partners in relation to chargeback operations.
• Work closely with the other divisions within the Risk Department.