Chargeback Manager

Chargeback Manager

Electronic Payment Exchange (EPX) - Remote

EPX by North. Gateway, processor, acquirer, and backend service partner.

The primary focus of the Manager of Chargebacks is to oversee, recommend and implement all processes in the resolution of retrieval requests and chargeback disputes. The ideal candidate for this position has a strong background in dealing with card brand regulations, preferably around the chargeback and retrieval process, as well as strong team leadership skills. 

What you'll do:

• Lead, support and develop a 10+ person team of Chargeback Analysts who perform a range of key functions including interpreting chargebacks, managing pre-arbitrations and disputes in card brand portals
• Provide strategic insights and statistical analysis based on chargeback totals to executive leadership
• Develop top-tier operational practices, optimizing against efficiency, and overall operational excellence
• Play a significant role in long-term risk strategy and planning
• Ensure that all merchants are in compliance with card brand Rules and Regulations pertaining to the dispute resolution process
• Develop and analyze operational and support metrics to measure the performance of the team
• Coach and mentor team members with a focus on professional development and upstream thinking
• Develop and lead end-to-end project plans and ensure on-time delivery of critical risk initiatives
• Establish and monitor departmental workflow, quality controls, and goals
• Evaluate the effectiveness of the chargeback automation processes and work closely with IT Engineering for continual automation maintenance and optimization
• Investigate and respond to urgent chargeback related escalations from merchants, sales partners and senior leaders
• Special assignments from Senior Leadership

What we need from you:

• Minimum of two (2) years experience leading high impact teams and projects
• Excellent understanding of Card Brand chargeback guidelines
• Ability to develop detailed work processes, manage multiple projects and lead a team
• Strong problem solving skills
• Ability to collaborate effectively with cross-functional team members within the organization
• Excellent analytical and communication skills

How to Stand out:

• Experience in credit card payment processing industry preferred.

Travel: Up to 10%

What we offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Flex Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account

Salary Range: $64,000-$100,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your pay expectations and our full total rewards offerings throughout the interview process.

Who we are: 

Electronic Payment Exchange (EPX) by North is a fully integrated payment solution, serving as a partner to businesses all over the world. EPX leverages its cardholder data protection system, BuyerWall, to increase processing speeds and centralize reporting to position itself as a customer-focused, secure, and cost-efficient payment processor.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands

#LI-SM1