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