SRS Chargeback Team Lead

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire client journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management. Accertify helps maximize revenues and user experience while minimizing loss and client friction. We offer ultra-fast decision-making and precise control, ensuring our clients 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 Lead 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 client satisfaction, and meet expectations/Targets.
 
Essential Duties & Responsibilities:

• Responsible for leading a team of Chargeback analysts handling multiple merchant products
• Manage End-to-End 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 services to our client base while achieving high employee engagement and minimizing chargeback losses.
• Conduct regular team meetings 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 for innovation.
• Interact with and communicate with our clients regarding performance reporting.
• Ability to resolve complex issues with little supervision.

Skills & Qualifications:

• Bachelor’s Degree with 4 years of overall experience
• Substantial People Leadership experience preferred
• Related experience with Chargeback processing is preferred
• Minimum 2 years of experience within Accertify
• Understanding of the Chargeback cycle and algorithms
• Strong leadership ability and professionalism
• Good negotiation skills and the 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 oversight
• 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 in 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 6 months, each workday will be entirely on-site in the office, with the position becoming hybrid (4 days in the office, 1 day work-from-home) at the 6-month mark. 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.