Chargeback Operations Team Lead

hace 6 días

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

About Promote Project:

We are a cutting-edge fintech company dedicated to financially empowering the next generation. Our innovative payment platform offers interest-free installment plans at online stores, increasing consumers' purchasing power and driving sales for our eCommerce merchant partners.

About the Role:

We're seeking a Chargeback Operations team lead who will direct the daily operations of the Chargeback processing team. You'll be responsible for managing daily chargeback operations and team performance, analyzing trends, and advising management on process improvements.

Responsibilities:

  • Measure and Track Performance: Monitor team and individual performance metrics to ensure adherence to department processes and company policies.
  • Analyze Data and Trends: Identify fraud patterns, scam merchants, and product features contributing to disputes and chargebacks. Recommend data-driven solutions to increase productivity and chargeback win rates while maintaining high quality standards.
  • Process Improvement: Develop and implement efficient workflows to streamline chargeback operations, ensuring timely responses and minimizing losses.
  • Team Management: Maintain adequate staffing levels, advise on staffing needs based on incoming chargeback volumes and complexity, and provide coaching and training resources for career development.

Requirements:

  • Leadership Experience: Minimum two years of management experience or relevant experience in managing an operations team in e-commerce or banking.
  • Education: Bachelor's degree from an accredited academic institution.
  • Technical Skills: Proficiency in word processing and spreadsheet software, such as Google Suite or Microsoft Office.
  • Confidentiality: Ability to safeguard personally identifiable information (PII) displayed in documentation received and systems used.
  • Data Analysis: Experience in analyzing data and making informed decisions in a fast-paced environment.
  • Problem-Solving: Excellent problem-solving and analytical skills, with attention to detail and ability to multitask.

Preferred Qualifications:

  • Fraud Prevention Experience: Four years of experience in fraud prevention and/or chargeback processing.
  • Management Experience: Two years of management experience in fraud prevention and/or chargeback operations.
  • Payment Processing Knowledge: Familiarity with payment processing concepts and procedures.
  • Chargeback Rules: Knowledge of card network (Visa, MasterCard, Discover, American Express) chargeback rules and requirements.

About You:

  • High Standards: Relentlessly high standards drive you to deliver exceptional results and push those around you to excel.
  • Disruptor: Unafraid to challenge conventional thinking, you thrive in developing innovative solutions.
  • Action-Oriented: Speed matters; you prioritize swift decision-making and action.
  • Earns Trust: Your integrity earns the trust of colleagues and stakeholders through open communication and respect.

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