Disputes Analyst

We are hiring

Disputes analysts play a critical role and must be highly detail oriented. Analysts must ensure that disputes representments and documentation sent to payment processors on behalf of our clients are complete and without error.
Analysts are expected to work efficiently to meet goals, cross train in other areas of the business, and provide exceptional support to our clients.

About the job

• Undertaking the investigation and analysis of cardholder disputed transactions.
• Identifying possible chargeback or compliance failures and respond to dispute cases as appropriate in a timely manner to meet prescribed timeframes.
• Monitoring and acting on agreed chargeback processes through to completion.
• Analysing and respond to incoming chargebacks.
• Maintaining appropriate system notes for audit and quality control.
• Liaising with merchants & other business functions to effectively investigate disputes.
• Regular and accurate update of management information.
• User acceptance and pavement testing of chargebacks/ representments for new programs.
• Ad-hoc investigations and project work as required Input into ongoing process improvements.
• Maintain a strong working knowledge of numerous operating systems (i.e. banking, credit/debit processing system, fraud monitoring software, web and PC software applications, etc) and industry regulations (i.e. MasterCard, VISA, compliance and legal entities, etc).
• Process and perform adjustments for customer disputes using internal systems. The process requires ongoing analysis, review and understanding of rules as set forth by the card associations and regulators.
• Review reports for possible fraudulent activity and proactively contact customers and management regarding suspicious activity to minimize losses and customer impact. Complete incident reports in accordance with internal procedures and current regulations.
• Perform security-related functions including: restricting accounts, retrieving support documentation, replacing accounts, monitoring/transferring account activity, reviewing customer correspondence and reporting activity to card associations.
• Keep current on local and international industry fraud trends and notify management and personnel as deemed necessary.
• Keep current on MasterCard/VISA and Processor rules and procedures.
• Perform back up, assist in special projects and other duties as assigned.

To be successful

• Experience and knowledge with acquiring and issuing scheme rules – both operating regulations and dispute resolution rules.
• Good understanding of a payment transaction lifecycle (including dispute lifecycles).
• Target-focused with excellent attention to detail.
• Effective time management and organizational skills.
• Excellent verbal, written and presentation skills.
• Strong team player with line management capabilities.
• Capable of learning quickly, thinking logically and ensuring compliance with regulations at all times.
• The culture within the team and the growing business requires individuals that will go above and beyond the call of duty in order to ensure the best service and experience for our customers.
• Proficient in Microsoft Office.
• Coding ability / SQL analysis skills are a big plus.