Chargeback Manager

**Key Responsibilities**:

- **Chargeback Process Management**:

- Oversee the entire chargeback lifecycle from dispute initiation to resolution.
- Investigate chargeback claims by gathering and reviewing transaction data, customer communication, and supporting documentation.
- Ensure accurate and timely submission of chargeback representments (responses) to payment processors or card networks.
- Monitor deadlines and take necessary actions to avoid automatic chargeback losses.
- ** Dispute Resolution**:

- Collaborate with internal teams to identify root causes of chargebacks and implement preventive measures.
- Work directly with issuing banks, card networks (Visa, Mastercard, etc.), and payment processors to resolve chargeback disputes.
- Manage escalations for high-value or complex chargebacks and fraud-related cases.
- ** Data Analysis & Reporting**:

- Analyze chargeback trends and patterns to identify areas of improvement in fraud prevention and customer service processes.
- Develop and maintain chargeback reports, including KPIs such as chargeback ratios, win rates, and financial impacts.
- Regular report on chargeback performance and recommend strategies to reduce chargeback volume and increase recovery rates.
- ** Compliance & Risk Management**:

- Ensure compliance with industry regulations, card network rules (such as Visa/Mastercard guidelines), and company policies related to chargebacks.
- Develop and enforce internal controls and procedures to minimize the risk of fraudulent chargebacks.
- Stay updated on payment industry trends, fraud detection technologies, and regulatory changes affecting chargeback management.
- ** Team Leadership & Development**:

- Manage, train, and mentor a team of chargeback specialists or analysts (if applicable).
- Set performance goals, provide feedback, and conduct regular performance reviews for team members.
- Foster a culture of continuous improvement and process optimization within the chargeback team.

**Required Skills**:

- **Knowledge**: In-depth understanding of card network rules, payment processing, chargeback codes, and fraud detection mechanisms.
- ** Technical Skills**: Proficiency with chargeback management software, payment gateways, and transaction processing platforms. Advanced knowledge of Excel and data analysis tools.
- ** Communication**: Strong written and verbal communication skills to effectively interact with banks, customers, and internal teams.
- ** Analytical Thinking**: Ability to analyze complex data, identify trends, and create actionable insights.
- ** Problem-Solving**: Strong investigative and problem-solving skills to address disputes and resolve chargeback issues efficiently.
- ** Detail-Oriented**: Exceptional attention to detail to ensure accuracy in chargeback responses and documentation.
- Previous experience in the iGaming industry is a plus.