Chargeback Operations Team Lead

Summary

Join Sezzle's dynamic team as a Chargeback Operations Team Lead and direct the daily operations of the chargeback processing team. This role involves managing team performance, analyzing trends, advising management, identifying process improvements, and ensuring adequate staffing. You will analyze data to identify fraud trends and recommend product enhancements. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication, and at least one year of management experience in e-commerce or banking. Sezzle offers a competitive compensation package and a fast-paced, challenging environment with opportunities for career advancement. The company values calculated risk-taking, high standards, and a results-oriented approach.

Requirements

• Minimum one year of management experience or relevant experience in managing an operations team in e-commerce or banking
• Bachelor’s degree in an accredited academic institution
• Proficiency in word processing and spreadsheet software; Google Suite or Microsoft Office
• Ability to safeguard confidentiality of personally identifiable information (PII) displayed in documentation received and systems used
• Experience 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

Responsibilities

• Measure and track team and team member performance
• Ensure adherence to department processes and company policies to meet performance metrics
• Analyze data to alert Risk Operations management on developing fraud trends, scam merchants, product features and processes that lead to disputes and chargebacks
• Identify and recommend process improvements and product enhancements to increase productivity and chargeback win rates while maintaining high quality standards
• Maintain adequate staffing levels to ensure chargebacks are processed before response deadlines
• Advise on staffing as necessary based on incoming chargeback volumes and complexity
• Coach and advise team members by providing them with guidance and training resources for career development

Preferred Qualifications

• Four years of fraud prevention and/or chargeback processing experience
• Two years of management experience in fraud prevention and/or chargeback operations
• Experience in payment processing concepts and procedures
• Knowledge of card network (Visa, MasterCard, Discover, American Express) chargeback rules and requirements
• Experience in using chargeback or fraud case management software