Chargeback Officer

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Position Title:  Chargeback Officer

Job Summary

The position will act as a process lead and is responsible for identifying opportunities for improvements of various chargeback processes, as well as creating and updating of the applicable policies, processes, and manuals.

He/She will also act as line trainer assigned to review impacts of card scheme compliance updates related to chargeback and ensure timely cascade to the team through training. He/she is also responsible in providing onboarding and chargeback trainings to new hires, cross-trainees, and other internal business partners.

He/She will also be the point person in user acceptance testing and is also responsible in reporting system defects, issues and monitoring its fixes.

He/She will be tasked to handle high ticket disputes including executive and VIP complaints. He/she will also review dispute cases for Arbitration prior to filing.

He/She will also be assigned to prepare input files for workloads and generate chargeback management information reports for the quality and productivity assessment of the team.

Specific Duties & Responsibilities

As Process Lead:

  • Identifies opportunities for process improvement in the existing chargeback procedures
  • Recommends new policies and procedures to streamline existing work processes
  • Formulates new projects to simplify existing work procedures
  • Ensures the section’s adherence to the approved policies and procedures
  • Recommends loss prevention controls and initiatives

 

As Line Trainer:

  • Prepares dispute training materials, references, and job aids for the section
  • Conducts onboarding and chargeback trainings to new hires, cross-trainees, and internal business partners
  • Identifies chargeback training requirements of the team and other internal business partners
  • Reviews and timely cascades impacts of card scheme rule updates
  • Facilitates Sharing of Best Practice sessions within the unit

 

As Point Person for UAT:

  • Prepares and implements test scenarios/plans in line with the compliance mandates related to chargeback processes and systems
  • Facilitates trainings related to the implementation of new or enhanced systems and applications
  • Reports system defects, issues, incidents on chargeback systems and applications

 

As Chargeback Expert:

  • Handles high value transaction disputes amounting to PHP25,000/USD500
  • Reviews and determines arguments and justifications of arbitration and pre-compliance/compliance cases prior to filing
  • Assists analysts and associates on their dispute case and process inquiries

 

As Point Person for Chargeback Reports:

  • Extracts data from card scheme portals and prepares input files for the generation of the section’s daily workloads
  • Extracts data from internal systems and applications and prepares files/reports to be used for the team’s monthly quality and productivity assessments

 

Perform other functions that may be assigned from time to time 

 

Qualifications:

 

  • Bachelor’s degree holder; preferably graduate of a business course
  • Strong working knowledge of MS Word, Excel, and PowerPoint
  • Has at least three (3) years of work-related experience in end-to-end chargeback resolution process
  • Has an in-depth knowledge of the end-to-end dispute resolution process and different segments of the credit card business

 

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / Credit Operations Group / Authorizations, Fraud, and Chargeback Department

Location:  Ayala, Makati