Remote Chargeback Team Lead
Bullfinch Recruitment
πRemote - Worldwide
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Job highlights
Summary
Join a fast-paced, forward-thinking company as a Chargeback Team Lead to oversee chargeback dispute management, lead fraud investigations, and ensure transaction process integrity. You will play a crucial part in protecting our business and enhancing player experiences by implementing best practices and optimizing our chargeback strategy.
Requirements
- 5+ years of experience in chargeback processing, fraud detection, or dispute resolution, preferably in gaming or financial services
- At least 1 year of management experience, including supervising a team and managing attendance and performance
- Proven ability to effectively onboard and train staff
- Skilled in preparing and presenting detailed reports on chargeback trends
- Familiarity with industry regulations and Visa/MasterCard rules
- Strong analytical skills for identifying trends and ensuring accuracy
- Excellent organizational skills with the ability to prioritize tasks effectively
- Strong verbal and written communication skills for effective interactions
- Quick analytical skills to develop solutions for chargeback issues
- Willingness to stay updated on industry trends and changes
- Familiarity with chargeback management tools and reporting software
- Ability to work collaboratively with cross-functional teams
Responsibilities
- Oversee and monitor the attendance and punctuality of Chargeback Analysts to ensure optimal staff coverage throughout shifts
- Manage and address CHB and Ethoca alerts, including customer service and internal escalations, ensuring they are resolved promptly and efficiently
- Lead the recruitment process for new analysts, providing comprehensive training and ongoing refreshers to enhance their skills and knowledge
- Coach and mentor team members to help them achieve their key performance indicator (KPI) goals and foster a high-performance culture
- Develop and manage the monthly team schedule to ensure adequate staffing levels meet operational demands
- Prepare and present detailed chargeback reports to management, highlighting findings and trends to inform decision-making
- Stay informed about industry developments and updates to company policies and procedures, ensuring the team remains compliant and effective
- Perform additional duties as assigned, contributing to the overall success of the chargeback operations
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
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