The Chargeback Manager is a leadership role responsible for overseeing and managing a team of Chargeback Analysts within the online gambling space. This position involves strategic planning, team coordination, and ensuring effective chargeback management processes. The Chargeback Manager plays a crucial role in optimizing team performance, mitigating financial risks, and fostering a secure payment environment.
This role presents a unique opportunity for an experienced professional to lead and shape the chargeback management team, contributing to the financial security and operational excellence of our online gambling platform and will play a pivotal role in influencing strategic decisions, optimizing team performance, and ensuring the organization's continued success in chargeback mitigation.
JOB DUTIES AND RESPONSIBILITIES:
1. Team Leadership and Development:
- Provide leadership and guidance to a team of Chargeback Analysts, fostering a collaborative and high-performing work environment.
- Conduct regular performance reviews, set goals, and implement professional development plans for team members.
2. Strategic Planning:
- Develop and implement strategic initiatives to reduce chargeback rates, improve operational efficiency, and enhance the overall effectiveness of the chargeback management team.
- Collaborate with cross-functional teams to align chargeback management strategies with organizational goals.
3. Quality Assurance:
- Conduct regular audits of chargeback cases to ensure accuracy, completeness, and compliance with established policies and procedures.
- Implement quality assurance measures to continuously improve the accuracy and efficiency of chargeback resolution processes.
4. Data Analysis and Reporting:
- Analyze chargeback trends, dispute outcomes, and key performance indicators to provide actionable insights to senior management.
- Generate comprehensive reports on team performance, chargeback metrics, and strategic recommendations for improvement.
5. Relationship Management:
- Cultivate and maintain strong relationships with external partners, including payment processors, banks, and industry regulators.
- Serve as the primary point of contact for escalated chargeback issues, working collaboratively to resolve disputes and improve overall payment security.
6. Process Optimization:
- Continuously assess and enhance chargeback management processes to ensure scalability, efficiency, and adaptability to industry changes.
- Identify and implement technological solutions and tools to streamline chargeback resolution and reporting.
7. Training and Knowledge Sharing:
- Develop and deliver training programs for Chargeback Analysts to ensure a consistently high level of expertise and adherence to industry best practices.
- Facilitate knowledge sharing within the team and across relevant departments to keep all stakeholders informed about emerging trends and strategies.
QUALIFICATIONS AND SKILLS:
- Bachelor's degree in Finance, Business, or a related field.
- 3-5 years experience required.
- Proven experience in chargeback management, preferably in online gambling or financial industry.
- Strong leadership skills with a track record of successfully managing and developing high-performing teams.
- In-depth knowledge of payment processing, fraud prevention, and chargeback regulations.
- Excellent analytical, problem-solving, and decision-making skills.
- Effective communication skills for interactions with internal and external stakeholders.
- Detail-oriented with a strategic mindset and the ability to drive process improvements.
- Familiarity with industry tools and software related to chargeback management.