We are looking for an experienced Chargeback Manager to lead and manage the chargeback dispute and fraud prevention processes. The ideal candidate will be responsible for overseeing the end-to-end investigation, documentation, and resolution of disputed transactions. This role requires collaboration with internal teams, including finance, customer support, and legal, as well as external stakeholders such as banks, payment processors, and card networks. The Chargeback Manager will focus on minimizing chargeback losses while ensuring strict compliance with industry regulations and standards.
Key Responsibilities:
- Chargeback Process Management:
- Oversee the entire chargeback lifecycle from dispute initiation to resolution.
- Investigate chargeback claims by gathering and reviewing transaction data, customer communication, and supporting documentation.
- Ensure accurate and timely submission of chargeback representments (responses) to payment processors or card networks.
- Monitor deadlines and take necessary actions to avoid automatic chargeback losses.
- Dispute Resolution:
- Collaborate with internal teams to identify root causes of chargebacks and implement preventive measures.
- Work directly with issuing banks, card networks (Visa, Mastercard, etc.), and payment processors to resolve chargeback disputes.
- Manage escalations for high-value or complex chargebacks and fraud-related cases.
- Data Analysis & Reporting:
- Analyze chargeback trends and patterns to identify areas of improvement in fraud prevention and customer service processes.
- Develop and maintain chargeback reports, including KPIs such as chargeback ratios, win rates, and financial impacts.
- Regular report on chargeback performance and recommend strategies to reduce chargeback volume and increase recovery rates.
- Compliance & Risk Management:
- Ensure compliance with industry regulations, card network rules (such as Visa/Mastercard guidelines), and company policies related to chargebacks.
- Develop and enforce internal controls and procedures to minimize the risk of fraudulent chargebacks.
- Stay updated on payment industry trends, fraud detection technologies, and regulatory changes affecting chargeback management.
- Team Leadership & Development:
- Manage, train, and mentor a team of chargeback specialists or analysts (if applicable).
- Set performance goals, provide feedback, and conduct regular performance reviews for team members.
- Foster a culture of continuous improvement and process optimization within the chargeback team.
Required Skills
- Knowledge: In-depth understanding of card network rules, payment processing, chargeback codes, and fraud detection mechanisms.
- Technical Skills: Proficiency with chargeback management software, payment gateways, and transaction processing platforms. Advanced knowledge of Excel and data analysis tools.
- Communication: Strong written and verbal communication skills to effectively interact with banks, customers, and internal teams.
- Analytical Thinking: Ability to analyze complex data, identify trends, and create actionable insights.
- Problem-Solving: Strong investigative and problem-solving skills to address disputes and resolve chargeback issues efficiently.
- Detail-Oriented: Exceptional attention to detail to ensure accuracy in chargeback responses and documentation.
- Previous experience in the iGaming industry is a plus.