Chargeback Analyst

Summary

Join Patrianna, a dynamic and international gaming company, as a Chargeback Analyst. You will play a crucial role in protecting the business and players by managing chargeback disputes, investigating fraud, and ensuring smooth transaction processes. This role involves reviewing and resolving chargebacks, detecting and investigating fraud, performing risk analysis, making decisions based on investigations, preparing and submitting chargeback responses, answering concerns from other departments, reviewing transaction reports, analyzing account history and trends, monitoring dispute rates, and contributing to process improvement. You will collaborate with other teams, communicate chargeback irregularities and fraud trends, and share suggested handling and sanctions to minimize fraud.

Requirements

• Experience in chargeback or dispute processing
• Previous Experience with Microsoft Office/Google Workspace (Gsheets/google docs) is a must
• In-depth knowledge of Visa/MasterCard rules and procedures
• Strong attention to detail and accuracy
• Excellent time management and organizational skills
• Proficient in written and spoken English in a professional business environment
• Proven ability to solve problems quickly and efficiently
• Capable of multitasking, prioritizing, and managing time effectively without requiring close supervision
• Strong interpersonal, communication, and presentation skills
• Able to perform well under pressure
• Proactive mindset, with the ability to suggest improvements to processes and systems
• Willingness to work outside on a shifting schedule/weekend/holidays
• You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements
• PC – Intel i5 4th Gen (or higher) – self provided
• Minimum OS Version: Windows 10 or higher
• Internet browser (preferably Chrome – but can use Edge, Firefox, etc.)
• Minimum RAM: 8 GB
• Minimum HDD Space: 1 GB
• Headset: USB Headset (noise-canceling)
• Web Camera (for team meetings)
• Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required
• Backup Internet provider

Responsibilities

• Review, investigate, and resolve chargebacks accurately and in a timely manner while adhering to rules and regulations
• Detect, investigate and perform risk analysis regarding reported chargebacks and return transactions
• Perform investigations not limited to validation of banks, credit card issuers, phone matches, IP search, external checks etc
• Make decisions based on the results of the fraud investigation and place the appropriate sanction or restriction
• Prepare and submit chargeback responses according with internal SLAs and different Card Scheme’s Dispute Processing
• Answer concerns from other departments regarding chargeback concerns
• Review transaction reports for suspicious activity. Perform patterning as needed
• Analyse account history and trends and take appropriate actions on accounts
• Monitor dispute rate and maintain and provide detailed reports of all chargebacks received and status update
• Monthly reconciliations between chargeback won, updates and bank accounts
• Contribute best practice recommendations for chargeback reduction and process improvement
• Work collaboratively with other teams, communicate chargeback irregularities and fraud trends, and share suggested handling and sanctions to minimize fraud

Preferred Qualifications

Experience with USA/European gaming accounts is preferred

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career