At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a dynamic, international team, we embrace a collaborative remote-working culture that prioritizes innovation and excellence in everything we do.
We are seeking a detail-oriented and proactive Chargeback Team Lead to join our expanding team. In this pivotal role, you will oversee chargeback dispute management, lead fraud investigations, and ensure the integrity of our transaction processes. You will play a crucial part in protecting our business and enhancing player experiences by implementing best practices and optimizing our chargeback strategy.
If you’re eager to make a significant impact in a fast-paced, forward-thinking company dedicated to being a leader in the gaming industry, we would love to hear from you!
Areas of Responsibility
- 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.
What we are looking for...
- 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.
Important Requirements
- 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
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