Chargeback Operations Analyst

Summary

Join Sezzle as a Chargeback Analyst and support fraud monitoring by analyzing and responding to card and ACH disputes. Collaborate with the fraud/risk and customer disputes teams to determine the best course of action for resolving customer issues. Investigate transactions, identify patterns, and make recommendations for process improvement. Maintain strong domain knowledge of fraud prevention and technologies. Meet service level agreements for timely resolution of cases. Handle escalations from internal and external stakeholders. This is a full-time, hourly position working Monday through Friday, 9:00 am - 5:30 pm CT.

Requirements

• Bachelor's degree from an accredited institution
• Minimum 1 year of experience in processing chargebacks or investigating and resolving fraud incidents
• Experienced in analyzing data and comfortable making impactful decisions in a fast-paced and sometimes ambiguous environment
• Attention to detail and ability to multitask
• Excellent problem-solving and analytical skills
• Strong business judgment and communication skills
• Ability to self-start and work with minimal supervision after training
• Able to work through holidays

Responsibilities

• Investigate disputed credit card, debit card, and ACH transactions and take suitable action to resolve those disputes within the allowed timeframes
• Work cross functionally with relevant departments (fraud, disputes) to determine next steps on a case to case basis
• Investigate individual transactions using internal policies and review methodologies to identify patterns or trends
• Understand our systems and tools; investigate account patterns through data analysis
• Collaborate with analysts, operations specialists, data scientists and engineering to improve our loss prevention mechanisms, processes and tools
• Learn and maintain strong domain knowledge of the world of fraud including prevention techniques and technologies
• Maintain or exceed established service level agreements (SLAs) for timely resolution of queued cases to minimize potential losses
• Handle escalations from internal and external stakeholders in a professional and efficient manner

Preferred Qualifications

• 2+ years of experience in processing chargebacks or fraud claims or live transactions against fraudulent activity in e-commerce, banking, fintech or financial institutions is a plus
• Ideal candidate will be available to start within two weeks following an offer