Chargebacks Manager

About the role.

The Chargebacks Manager is responsible for full accountability for outcomes such as chargebacks, losses, quality, and regulatory compliance, while still being hands-on with cases, escalations, and decision-making. Managing the chargeback function within the Fraud department, playing a pivotal role in overseeing chargeback and disputes operations, managing internal staff, and coordinating with third party partners to ensure the efficiency and effectiveness of our processes in line with standard industry regulations
Day-to-day responsibilities.

• Lead and mentor a team of chargebacks analysts, providing guidance, training, and performance evaluations.
• Foster a collaborative and efficient work environment, promoting teamwork and skill development.
• Lead the onboarding process of a third-party partner responsible for chargeback operational activities, ensuring adherence to service level agreements (SLA’s) and quality standards.
• Maintain a collaborative and productive relationship with third party partner, including regular performance evaluations to ensure all tasks are completed to a high standard with attention to detail and consistency.
• Proactively address issues and escalation related to operational support.
• Work closely with the Workforce Management and Marketing/Acquisition team in order to ensure the chargebacks function is well resourced to support incoming volumes.
• Collaborate with internal departments, including Customer Service, Training, QA, Collections, Finance and Compliance towards continuously improving the efficiency and effectiveness of our chargeback processes.
• Review and optimise workflows, processes, and procedures for chargeback resolution.
• Ensure purchase disputes and chargeback cases are handled promptly accurately and in compliance with industry regulations i.e. Section 75 of the Consumer Credit Act as well as VISA and Mastercard core rules.
• Stay informed about industry regulations, payment network rules and compliance requirements related to chargebacks
• Ensure the Chargebacks team maintains comprehensive records of chargeback cases, ensuring proper best in class documentation and reporting.
• Generate regular operational reports on chargeback trends, losses, recoveries and other KPI’s to share with other business stakeholders.
• Collaborate with Product and Engineering team towards process automation and orchestration in order to drive cost effectiveness.
• Keeping up to date with rules and regulations and ensuring that all chargeback related activities adhere to compliance standards.
• Ensuring all tasks completed are to a high standard with attention to detail and consistency.

What we’re looking for...

• Be customer focused and provide excellent support in line with the Zilch brand.
• Have a solid understanding of Visa and Mastercard’s dispute and chargeback resolution rules and processes.
• Strong experience working in a financial institution within the chargebacks and fraud domain.
• Analytical and excited about working with a business that moves at a high pace.
• Proficient use of SQL for creating MI and insights to oversee work, influence stakeholders, and drive improvements. Excel and Microsoft Office suite
• Experienced or strong interest in AI tools to drive efficiency
• Be able to build and maintain internal & external relationships.
• Be a critical thinker, finding ways to improve and streamline processes.
• Strong communication skills
• Have excellent attention to detail and strong admin abilities.
• Be able to work in a fast-paced environment.
• Be able to work under pressure.