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Introducing Chargeflow Welcome to Chargeflow, where innovation meets expertise. We're not just another startup; we're a dynamic and rapidly expanding company driven by seasoned leaders in the world of fintech and eCommerce. Our passionate team is on a mission to tackle one of the most pressing issues plaguing online businesses today: chargeback fraud. This insidious menace all too often results in substantial losses, both in revenue and profits. Join us on our journey as we revolutionize the fight against chargeback fraud. Who We're Looking For - The Dream Maker The Senior Chargeback Optimization Analyst will be responsible for overseeing and enhancing the company's chargeback management processes. This role is crucial in identifying inefficiencies related to chargebacks, card disputes, and fraud, and in driving data-driven decisions across the organization. The successful candidate will collaborate closely with multiple departments to ensure data accuracy, relevance, and effective utilization in risk-related activities. Our ultimate goal is to equip our clients with resilient safeguards against chargebacks, empowering them to safeguard their revenue and optimize their profitability. Join us on this thrilling mission to redefine the battle against fraud. Your Arena: 1. Chargeback Management and Analysis Review and Oversight
* Review chargeback analyses performed by junior analysts, providing additional insights and recommendations.
* Oversee chargeback processes for strategic customers, including managing Proof of Concepts (POCs).
* Collaborate with the offsite team of chargeback analysts to ensure consistency, best practices and quality in chargeback handling.
* Compare organizational performance against industry standards to ensure competitiveness.
* Participate in industry forums and networks to stay informed about best practices. Quality Assurance
* Responsible for the QA done on cases. The operational methodology of what to be reviewed by others (e.g. decide what to sample).
* Conduct quality assurance on case submissions to ensure accuracy and compliance with industry standards.
* Review reports generated by analysts, ensuring clarity and precision. Optimization of Templates and Evidence
* Suggest and implement optimization processes for chargeback response templates and evidence/automation creation to increase win rates.
* Leverage smaller reports (e.g. CS reports) into broader view and provide insights to improve Chargeflow’s solution.
* Develop and update internal policies to maintain compliance with regulatory requirements.
* Provide training to team members on compliance-related topics. 2. Customer Support and Collaboration
* Review and oversee customer success requests for information, leveraging deep domain knowledge to provide accurate and helpful insights.
* Collaborate (and be a point of contact) with Sales, Marketing, Product, and Engineering teams to ensure they get domain related support. 3. Reporting and Documentation
* Establish and enforce documentation standards to ensure consistency and completeness.
* Regularly review and update documentation to reflect current processes and regulations.