As the Chargeback Team Lead, you will play a major role in managing and optimizing our chargeback processes. You’ll lead a team responsible for handling chargeback management, analysing trends, and providing insightful reports. Your expertise will contribute to minimizing financial losses, improving operational flow, and optimizing the Payments operations.
Responsibilities:
1. Chargeback Management:
- Develop and implement strategies to reduce chargeback rates and recover revenue.
- Oversee the end-to-end chargeback process, including dispute resolution, documentation, and communication with chargeback vendors and payment service providers.
- Collaborate with cross-functional teams such as Fraud Prevention, Customer Support, and Finance and Technical Support to address chargeback-related issues.
2. Data Analysis and Reporting:
- Analyse chargeback trends, identify patterns, and recommend proactive measures.
- Create regular reports on chargeback metrics, including win/loss rates, reasons for chargebacks, and financial impact.
- Present findings to senior management and propose actionable insights.
3. Process Improvement:
- Continuously evaluate existing chargeback processes and identify areas for enhancement.
- Work closely with development teams to improve chargeback automation and streamline workflows.
- Stay informed about industry best practices and regulatory changes related to chargebacks.
4. Relationship Management:
- Collaborate with external partners to resolve complex chargeback cases.
- Maintain strong relationships with payment processors and other relevant stakeholders.