Job Description
Job DescriptionWe’re actively seeking a Chargeback Analyst to join our Payment and Risk Operations team. In this role, you’ll play a key part in safeguarding payment integrity by managing both issuing and merchant disputes. Your sharp eye for detail, ability to navigate complex payment issues, and commitment to meeting time-sensitive milestones will directly impact our ability to deliver a seamless and secure customer experience.
Responsibilities:
- Processing Issuing Chargeback (Outgoing Dispute): Reviewing, researching, investigating, submitting dispute to processor
- Processing Merchant Dispute (Incoming Dispute): Reviewing, researching, creating representment letter to processor.
- Processing chargebacks recon (Updating status of chargeback and review status)
- Communicate with customers regarding documentation requests via email and phone calls
- Ensure Dispute milestones are met within a time frame
- Data entries related to chargeback
- Ability to make sound judgment calls
Competencies (Attributes needed to be successful in this role):
- Embodies BILL core values
- Fast Learner/Tech Savvy
- Excellent Communicator
- Reliable Team Player
- Attention to details
- Self Starter able to think outside of the box
- Thrives in a fast pace environment
- Independent decision maker with the ability to confidently back up actions
Requirements
- Minimum 2 years chargeback of payment card risk management experience.
- Minimum 2 years customer service experience.
- Meet service level and performance requirements to deliver high quality work
- Possesses strong data analysis and investigative reporting skills
- Able to solve transaction or payment issues without complete process guidance
- Communicates clearly, and effectively with customers while investigating and resolving payment exceptions
- Has strong skills of using Excel and other software to create spreadsheets, models and reports.
Work shift hours: 9-6pm CST / Hybrid
Interview process: Interviews will be via Zoom (2 round – HM, then Team Lead)