Job Description

Chargeback Management: Review and respond to chargeback claims in a timely and accurate manner, compiling required documentation and evidence to dispute unauthorized claims where applicable. Monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to help reduce future disputes.



Ethoca Alerts: Act on Ethoca alerts swiftly to reduce potential financial impact by proactively addressing fraudulent transactions and unauthorized purchases. Document Ethoca cases and escalate unresolved issues to HQ.



Order Processing: Process customer orders accurately and efficiently, ensuring that order details are correct, payments are verified, and transactions comply with company policies. Monitor order completion, manage any related follow-up tasks, and address issues affecting order processing.



Billing Escalations: Handle minor billing escalations from agents, such as adjustments, refunds, or account inquiries, ensuring a satisfactory resolution within established SLA timelines.



Documentation: Accurately log and update records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations. Maintain organized and up-to-date documentation to support reporting and ensure data integrity.



Reporting and Feedback: Generate reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends, patterns, and potential areas for improvement. Provide feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries.



Core Requirements

Experience: Previous experience in billing, finance, or a similar administrative support role; familiarity with SaaS or subscription-based services is preferred. Attention to Detail: High accuracy and attention to detail in processing orders, handling chargebacks, and addressing billing issues. Communication Skills: Clear and professional written and verbal communication skills to handle billing inquiries and chargeback documentation. Organizational Skills: Strong ability to prioritize and manage multiple financial and administrative tasks efficiently. Technical Aptitude: Basic understanding of billing platforms, payment gateways, and chargeback processes.



Desired Skills

Fraud Prevention Awareness: Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. Billing Systems and Financial Software: Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. * Analytical Skills: Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics Agents will be evaluated on the following KPIs: