Description
Our Payments Risk Management Team is seeking a highly motivated and detail-oriented entry-level Chargeback Specialist to join our growing team. In this role, you will play a critical part in protecting company revenue, managing customer disputes, and ensuring a smooth experience for our merchants.
This is a hybrid position (remote/in-office) reporting to the Payments Risk Manager.
Responsibilities:
- Manage a small, guided caseload, ensuring timely updates and clear communication to merchants for all assigned cases.
- Gather evidence and submit responses using established checklists and workflows, focusing strictly on adhering to network regulations.
- Own the timely submission of responses to maximize the success rate of assigned disputes.
- Clearly communicate both positive and negative dispute outcomes to merchants to maintain transparency and trust.
- Oversee the collection and return of disputed funds while maintaining accurate financial records.
- Assist in the proactive monitoring of chargeback volumes to learn how to identify potential fraud trends under senior guidance.
Requirements:
- Exceptional organization skills to prioritize tasks and handle multiple disputes simultaneously with meticulous organization.
- Unwavering attention to detail to ensure all case reviews and evidence submissions are error-free.
- Strong communication skills, both written and verbal, to de-escalate situations with upset merchants and explain complex topics simply.
- Analytical mindset to investigate information and formulate effective solutions to problems.
- Eagerness to learn major card network regulations (Visa, Mastercard, Discover, Amex) and industry best practices.
Nice to Have:
- Salesforce knowledge, specifically creating cases and managing them.
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria.