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Chargeback Specialist

Etix Morrisville ,NC
  • Posted: over a month ago
  • $31,522 to $49,601 Yearly
  • Full-Time
  • Benefits: dental, life_insurance, medical, vision, 401k
Job Description

Job Summary

For this position we are seeking a highly detail-oriented person who plays a critical role in the Chargeback and Fraud Department. You are responsible for submitting dispute claims to the payment processor without error, in addition to maintaining company documentation. Specialists are expected to work efficiently with minimal supervision to meet goals and deadlines. It is important to understand the scope and impact of chargeback fraud and friendly fraud and report unusual activity to department managers. You will have knowledge of commonly-used concepts, practices, and procedures within the field and experience in quality assurance. This position reports directly to the Director of Client Training/Fraud Prevention.

Key Duties and Responsibilities

  • Follow Guidelines and Best Practices set forth to minimize losses for credit card chargebacks
  • Analyze, reconcile, and respond to chargeback transactions
  • Providing a high level of service to our customers while maintaining service levels and mitigating risk
  • Recommend practices to increase the effectiveness and efficiency of chargeback activity
  • Researches and investigates high-risk transactions across all payment channels and analyzes patterns to identify and prevent probable fraud
  • Maintain the case management system for all chargebacks
  • Maintain up to date and accurate information for accounting
  • Ongoing monitoring of rules performance to ensure that agreed risk levels and positive customer experience are maintained
  • Provide current documentation to clients regarding their cases
  • Provide support to Team Managers
  • Knowledge of Chargeback related issues and how to effectively communicate with agents and merchants for resolution
  • Responds to a variety of member/internal service phone calls and emails, answers questions, and resolves problems
  • Communicate chargeback resolution and corrective actions to stakeholders
  • May compile aggregate statistics on chargebacks for use by the company in identifying patterns and improving customer service

Skills/Experience

  • 3+ years experience responding to chargebacks
  • Experience with the First Data/Fiserve chargeback management platform
  • Strong writing and communication skills
  • Familiarity with Entertainment Ticketing is a plus
  • Attention to detail and organization is a must
  • Ability to multi-task as required and appropriately prioritize
  • Ability to work independently on special projects
  • Basic understanding of risk and controls
  • Strong analytical skills
  • High degree of problem-solving skills
  • Record keeping experience
  • Intermediate Excel or Google Sheets knowledge
  • Must be able to work in a high volume environment in an efficient manner
  • Good verbal & written communication skills (Writing sample will be required)
  • Must be able to recognize and meet a deadline and volume goals (must be results-oriented)
  • Ability to listen to customers and resolve conflict
  • Ability to analyze information, think through difficult problems, and make critical decisions based on limited information

Other Information

  • No sponsorship or H1B situations can be accommodated
  • Relocation is not available for this position

Challenges will be addressed collaboratively by the team with a balance of optimism, data, and realism. The ideal candidate will be part of the solution and will be challenged to deliver at a very high level.

 

Etix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Etix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
 

Company Description
Founded in 2000, Etix is an international web-based ticketing service provider for the entertainment, travel and sports industries, processing over 50 million tickets per year in 40 countries. As the largest independent ticketing company in North America, Etix provides flexible and secure online and box office ticketing solutions, integrated digital marketing services and robust e-commerce fulfillment to over 1,800 venues, theaters, arenas, festivals, fairs, performing arts centers and multi-use facilities.

Etix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Etix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation, and training.

Etix

Why Work Here?

Great culture, growing quickly, tons of opportunity

Founded in 2000, Etix is an international web-based ticketing service provider for the entertainment, travel and sports industries, processing over 50 million tickets per year in 40 countries. As the largest independent ticketing company in North America, Etix provides flexible and secure online and box office ticketing solutions, integrated digital marketing services and robust e-commerce fulfillment to over 1,800 venues, theaters, arenas, festivals, fairs, performing arts centers and multi-use facilities. Etix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Etix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Address

Morrisville, NC
USA

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