Chargeback Team Lead

Summary

Join Patrianna's expanding team as a detail-oriented and proactive Chargeback Team Lead. Oversee chargeback dispute management, lead fraud investigations, and ensure the integrity of transaction processes. You will play a crucial role in protecting the business and enhancing player experiences. This pivotal role involves leading a team, managing schedules, preparing reports, and staying updated on industry developments. The ideal candidate possesses extensive experience in chargeback processing and team management, along with strong analytical and communication skills. Patrianna offers a competitive salary, flexible remote work, training, international collaboration, and career growth opportunities.

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
• Willingness to work outside on a shifting schedule/weekend/holidays
• 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

• 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