Fraud Deflect Dispute Resolution Lead
Há 7 dias
Fraud Deflect's mission is to transform the Friendly Fraud and Chargeback Management landscape by introducing trust, integrity, and transparency to a traditionally opaque industry.
We are dedicated to providing clear solutions to our clients, eliminating tricks of the trade, and ensuring high-quality services.
Job OverviewThis is a contract remote role for a Chargeback Customer Service Manager at Fraud Deflect. The successful candidate will have at least 3 years of experience as a Manager and will be responsible for managing day-to-day chargeback operations, analyzing fraud trends, and implementing effective dispute strategies.
Main Responsibilities- Manage a team within a dynamic environment, focusing on leadership, motivation, and career development
- Data collection and management for metric updates, targeting productivity enhancements, cost reductions, and customer satisfaction
- Cross-functional collaboration to improve proprietary tools and systems
- Compliance verification through close coordination with the Direct Manager team
- Quality control and KPI monitoring
- Development and implementation of training programs
- Budget reviews and cost plan reporting
- Proven success in Chargeback Customer Service Management and Dispute Resolution (3+ years)
- In-depth knowledge of VISA/Verifi and Mastercard/Ethoca tools and alert processes
- E-commerce fraud prevention, investigation, or retail fraud prevention experience with a track record of managing chargebacks
- Strong communication skills in Brazilian Portuguese and English
- Detailed orientation, excellent presentation skills, and self-motivation
- Able to work independently and collaboratively under pressure
- Native or fluent in Brazilian Portuguese and English
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