Role Mission

The Client Services team is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree omni-channel client experience. The Chargeback Specialist will utilize fraud trends and industry knowledge to determine the legitimacy of Chargebacks. This role will closely collaborate with the Chargebacks Assistant Manager and is responsible for understanding trends, identifying opportunities of improvement and assisting to ensure that customer service standards are maintained.

Key Accountabilities

• Research and respond to payment transaction chargebacks/disputes, representments cases daily within the expected time frame for each queue;
• Assisting management with chargeback and fraud reporting to ensure up to date tracking of Kpis;
• Work closely with internal teams to support in triage orders and payments issues as they arise;
• Offer insight and awareness on order issues to identify trends received with chargebacks;
• Review weekly and monthly reporting on chargeback statistics to chargeback Assistant Manager;
• Work with legal to respond to law enforcement requests, subpoenas, fraud sites etc;
• Partner with Fraud & Risk team to identify areas of development within the current processes
• Complete assigned reporting as needed.

Key Requirements

• Bachelor’s degree required
• 2+ years of fraud or chargeback experience;
• Previous luxury retail experience;
• Willing to learn new processes and procedures;
• Strong organization and time management skills;
• Cyber Source experience;
• Experience working in payment gateways and using 3rd party fraud tools;
• Strong Excel and PowerPoint experience skills required;
• Ability to investigate and detect Credit Card fraud patterns;
• Ability to analyze data and recommend fraud prevention strategies;
• Ability to work evenings and weekend shifts. Some work during holidays may be required.
• Knowledge of bank and card industry regulations, rules, and practices ;
• Understanding of ecommerce/Card Not Present payment ;
• Knowledge of Pci-Dss (Payment Card Industry Data Security Standard) ;
• Knowledge and proficiency in business process support.

Key Behaviors

Explore

Considerate Thinker

• Sees the big picture and understands how own actions and decisions impact others and the organization as a whole

Solutions Developer

• Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions

Deliver

Accountable Achiever

• Actively gets things done, raising the bar for performance and taking accountability for own actions

Agile Advocate

• Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals

Connect

Connection Builder

• Builds trust-based relationships across boundaries and encourages collaboration
• Adapts own style to communicate impactfully

People Enabler

• Empowers others by providing autonomy and encouraging self-expression, valuing and amplifying each person’s uniqueness

Build

Continuous Learner

• Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort

Talent Builder

• Provides constructive and on-going feedback, coaches and helps others to achieve their full potential

Work authorization

• Qualified candidates must have the proper work authorization to work in the United States