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Junior Chargeback Analyst

385/1361/93197

Dependent on experience

London OR Cambridge

Acquirer Services/Merchant Services,Card payment schemes/systems,Customer Services,Dispute Management,Transaction Processing

Permanent | Full Time

ASAP

09/06/2022

Not specified

Junior Chargeback Analyst

                  

Our client is a leading payment provider with a dynamic expansion plan.

They are seeking a Junior Chargeback Analyst to join their friendly team. You'll be responsible for working though chargeback rules and processes for acquirers to make sure their cases are handled with excellent service. You’ll be at the forefront of managing customer communications dealing with a wide variety of cases and queries.

You'll be part of the Customer Success team reporting to the Chargeback supervisor

Day to day, you will be :

  • Working chargeback rules and processes for acquirers on Visa and Mastercard and ideally Amex, to ensure cases are handled correctly and within time
  • Taking ownership of own case-load
  • Keeping customers updated on the progress of cases
  • Resolving subscription cancellations and re-occurring charges
  • Understanding and interpreting acquiring and issuing credit and fraud risk
  • Reporting any risk/fraud concerns to the relevant team
  • Provide best in class acquiring customer service support
  • Deal with a wide variety of inbound and out-bound customer service calls and emails
  • Perform administrative tasks, including customer account changes and updates
  • Use internal payment systems and company CRM system to resolve queries and communicate outcomes to customers
  • Resolve issues in a timely manner and escalate where appropriate
  • Manage customer communication
  • Build and maintain strong relationships with both customers and internal stakeholders
  • Proactively solve problems and identify opportunities to improve customer experience
  • Suggesting new and improved ways of working, for the best outcomes for customers

 

 What you'll be experienced in

  • A very well-organised individual, thorough, even under pressure with knowledge of administrative procedures
  • Proactive & naturally customer focused, with customer service principles and practices
  • A good knowledge of CRM systems, in particular Salesforce
  • Excellent communication skills
  • The ability to handle customer complaints and difficult situations in a patient, calm and effective way
  • Good numeric, and written language skills
  • The ability to be flexible, decisive, and quick-thinking
  • Problem analysis and problem-solving skills
  • Attention to detail and accuracy
  • Data collection skills
  • A polite, confident, and friendly manner
  • The ability to handle customer complaints and difficult situations in a patient, calm and effective way

 

Advantageous:

  • Already experienced in Chargeback processing within Merchant Acquiring and/or Issuing (1-3 years preferable)
  • Knowledge of MasterCard & Visa card scheme risk rules