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Chargeback Operations Team Lead

hace 2 meses


Bogotá, Bogotá D.E., Colombia Promote Project A tiempo completo
About Sezzle

Sezzle is a cutting-edge fintech company dedicated to financially empowering the next generation. With a focus on innovation and social responsibility, we're committed to helping everyone pursue financial freedom.

About the Role

We're seeking a Chargeback Operations Team Lead to direct the daily operations of our Chargeback processing team. As a key member of our team, you'll be responsible for managing daily chargeback operations, analyzing trends, and advising management on process and product improvements.

Key Responsibilities
  • Measure and track team and team member performance.
  • Ensure adherence to department processes and company policies to meet performance metrics.
  • Analyze data to alert Risk Operations management on developing fraud trends, scam merchants, product features, and processes that lead to disputes and chargebacks.
  • Identify and recommend process improvements and product enhancements to increase productivity and chargeback win rates while maintaining high quality standards.
  • Maintain adequate staffing levels to ensure chargebacks are processed before response deadlines.
  • Advise on staffing as necessary based on incoming chargeback volumes and complexity.
  • Coach and advise team members by providing them with guidance and training resources for career development.
Requirements
  • Minimum two years management experience or relevant experience in managing an operations team in e-commerce or banking.
  • Bachelor's degree in an accredited academic institution.
  • Proficiency in word processing and spreadsheet software; Google Suite or Microsoft Office.
  • Ability to safeguard confidentiality of personally identifiable information (PII) displayed in documentation received and systems used.
  • Experience in analyzing data and comfortable making impactful decisions in a fast-paced and sometimes ambiguous environment.
  • Attention to detail and ability to multitask.
  • Excellent problem-solving and analytical skills.
  • Strong business judgment and communication skills.
Preferred Qualifications
  • Four years of fraud prevention and/or chargeback processing experience.
  • Two years of management experience in fraud prevention and/or chargeback operations.
  • Experience in payment processing concepts and procedures.
  • Knowledge of card network (Visa, MasterCard, Discover, American Express) chargeback rules and requirements.
  • Experience in using chargeback or fraud case management software.
About You
  • You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results.
  • You're not bound by convention - your success—and much of the fun—lies in developing new ways to do things.
  • You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
  • You earn trust - you listen attentively, speak candidly, and treat others respectfully.
  • You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting.
  • You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion.
What Makes Working at Sezzle Awesome

We're a company that values innovation, social responsibility, and financial empowerment. We're committed to creating an inclusive environment for all employees and believe in surrounding ourselves with the best and brightest individuals.

Sezzle Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, pregnancy, or any other legally protected status.