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Strategic Risk Services Team Leader

Remote:

Full Remote

Contract:

Full time

Salary:

2 - 4K yearly

Experience:

Junior (1-2 years)

Work from:

India

Offer summary

Qualifications:

Bachelor’s Degree, 4 years of overall experience, 1-2 years in Chargeback or Fraud processing, Strong understanding of Chargeback cycle, Experience with Microsoft Office Suite.

Key responsabilities:

Lead a team of Chargeback analysts
Manage end-to-end Chargeback operations
Conduct regular team meetings and coaching
Ensure SLAs and service levels are met
Monitor and provide reports on customer performance

Accertify, Inc. Financial Services SME https://www.accertify.com/

501 - 1000 Employees

See more Accertify, Inc. offers

Job description

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire customer journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management. Accertify helps maximize revenues and user experience while minimizing loss and customer friction. We offer ultra-fast decision-making and precise control, ensuring our customers are always confidently in the driver’s seat and ready to #MoveAtTheSpeedOfRight.

Be in the driver’s seat of your career as a Strategic Risk Services Team Leader with the industry leader- and build a career you can trust.

The Strategic Risk Services Team Leader will utilize their leadership expertise to manage the operations team across various clients. The goal is to keep the team running efficiently and effectively, increase customer satisfaction, and meet expectations/Targets.

Responsibilities:

Responsible for leading a team of Chargeback analysts handling multiple merchant products
Manage E2E Chargeback Operations
Create and maintain the schedule for the chargeback team
Build/assist with Analyst productivity reports to ensure optimized headcount capacity
Provide value-added service to our customer base and simultaneously achieve high levels of employee engagement while minimizing chargeback losses.
Conduct regular meetings with all team members and monthly/weekly one-on-one coaching and feedback sessions.
Ensure monthly Service Level Agreements (SLAs) and daily service levels are met.
Regularly review and implement process improvements to minimize costs and maximize productivity.
Strong overall knowledge of the Chargeback cycle.
Monitor, evaluate, investigate, and respond to disputes received by various clients.
Ensure Quality Assurance for both our clients and the internal chargeback team
Provide a high standard of professional service while maintaining or exceeding the established standards for chargeback productivity and quality work with peers and leadership by communicating chargeback anomalies and fraud trends and sharing ideas of Innovation.
Interact and communicate with our clients on Performance reporting.
Ability to resolve complex issues with little supervision.

Minimum Qualifications:

Bachelor’s Degree with four years of overall experience.
1-2 years of related experience with Chargeback or Fraud processing.
Understanding of Chargeback cycle and algorithms.
Strong people leadership ability and professionalism
Good negotiation skills and ability to manage a production team.
Should be comfortable with rotational shiftwork to meet business requirements.
Excellent communication, problem-solving & analytical skills.
Flexible approach to work hours and processes and should be a dynamic agent
Excellent time management and decision-making skills while effectively handling high volume situations with little management over-site.
Abide strictly by the company’s data protection policies.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Experience of Imports & Uploads or Client Data management or equivalent

Preferred Qualifications:

Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook
Strong customer service, analytical, and decision-making skills

Additional Details:

Training and schedules will be determined based on client needs.
For the first three months, each workday will be entirely onsite in the office, with the position becoming hybrid (3 days in the office, two days work from home) following the 3-month point. Accertify reserves the right to convert any positions to fully in-office in the future. Additional work-from-office days may be required throughout the year based on client/department needs.
The PTO blackout period is from November 8th, 2024, to January 6th, 2025. No time off requests are allowed during this period.