Chargeback Analyst - In Office - Fort Worth, TX

The Opportunity

We are seeking a talented Chargeback Analyst I. This position is responsible for processing incoming fraud and/or non-fraud cardholder dispute cases. Primary duties include researching and resolving cardholder claims of fraud and/or error, processing of Chargebacks and funds recovery while complying with card association and regulatory guidelines and timeframes. Chargeback Analyst I is also responsible for mitigating loss, maintaining a high level of productivity and accuracy while providing the highest level of service to cardholders and credit unions.

Day In The Life

• Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions and internal teams. 

• Analyze cardholder fraud/dispute information and/or documentation received. Apply appropriate case actions within card association, regulatory and departmental guidelines. Actions include case set-up, fraud reporting and cardholder adjustments where applicable.

• Process Chargebacks and funds recovery within card association rules and timeframes. 

• Analyze and interpret merchant responses for appropriate next steps, including Arbitration and Compliance.

• Manage dispute case through applicable cycles up to and including final resolution. 

• Maintain accurate case files including documentation and case notations while ensuring timely actions throughout.

• Generate cardholder letters/correspondence as needed to ensure compliance with regulatory and card association requirements.

• Pay attention to details in all actions to mitigate financial losses.

• Interpret changes to dispute resolution rules as mandated by card associations.

• Keep informed on product enhancements, system changes, and compliance issues.

• Service inbound/outbound cardholder and credit union calls or inquiries related to dispute cases received.

• Monitor and trouble shoot daily workflow and make recommendations to management based upon

• volumes and trends.

• Regular and reliable attendance is essential. 

• Perform other duties as assigned.

Experience

• One (1) year customer service experience required.

• Minimum one (1) year working in payments preferred.

• General knowledge of card Brand (Visa, MasterCard, Amex, Discover etc.) processing preferred.

Education

• High School Diploma or GED required.

• Associates Degree in a related field or equivalent combination of education and/or experience preferred.

Skills

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion

• Ability to work both independently and in a team environment.

• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids.

• Excellent reading comprehension and problem-solving skills needed with attention to detail.

• Excellent organizational, time management and quantitative skills with the ability to handle multiple activities simultaneously and within a fast-paced environment.

• Ability to exercise discretion and good judgment in making decisions.

• Proficiency in word processing and spreadsheet computer software applications.

• Ability to maintain confidentiality of materials handled.

• Ability to be flexible and work under high pressure in a complex environment.

THE PERKS

• Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

• Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 12 Paid Holidays.

• Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

• 401K with generous company match.

• Tuition reimbursement.

• Engagement Resource Groups - Women in Tech, Pride Alliance, Black Financial Technology Professionals, Veterans, and more to come.