Chargeback Manager

Founded in 2000, FAM Brands designs, manufactures, and sells men’s and women’s sportswear and active wear apparel to major retailers, big box stores, and specialty boutiques across the country and throughout the world. Our portfolio of proprietary brands features Marika, Wildfox, Three Dots, and Balance Collection, while a partial list of licensing partners includes Orvis, Jessica Simpson, Eddie Bauer, and Woolrich. 

With the capacity to produce over 75 million units per year, our mission continues to be making top-quality apparel accessible to everyone at an impressive value and an irresistible price.

That's the FAM Brands difference.

We are seeking a highly organized and detail-oriented Chargeback Manager to join our team. This role will oversee chargeback management for both customer and vendor transactions, specifically within the apparel industry. The ideal candidate will be responsible for reducing chargeback exposure, investigating disputed charges, recovering funds, and working closely with internal teams and external partners to streamline processes and ensure compliance.

Key Responsibilities:

1. Customer Chargeback Management

   • Investigate, respond to, and resolve customer chargebacks in a timely and accurate manner.
   • Analyze chargeback trends to identify root causes and develop preventive strategies.
   • Work with the sales, logistics, and customer service teams to gather documentation and evidence required to dispute chargebacks.
   • Maintain records of chargebacks and resolutions for reporting and audit purposes.

2. Vendor Chargeback Management

   • Process and apply chargebacks to vendors, ensuring they are accurately documented and submitted.
   • Collaborate with vendors to reconcile any disputes related to chargebacks and ensure compliance with contract terms.
   • Implement and monitor chargeback policies for vendors, including tracking, issuing, and recovering fees.
   • Act as the main point of contact with vendors to negotiate and resolve disputes.

3. Analysis & Reporting

   • Track, analyze, and report on chargeback metrics to monitor the financial impact and highlight areas for improvement.
   • Generate monthly, quarterly, and annual chargeback reports for management, detailing dispute resolutions, recovery rates, and loss prevention.
   • Prepare presentations on chargeback activities, trends, and initiatives to reduce future occurrences.

4. Cross-Functional Collaboration

   • Partner with other departments such as sales, finance, logistics, and operations to gather necessary information for effective dispute resolution.
   • Work with the IT team to improve systems for chargeback tracking, documentation, and reporting.
   • Lead or participate in training initiatives to help internal teams understand chargeback processes and reduce errors that lead to chargebacks.

5. Compliance & Policy Development

   • Stay up-to-date on industry trends, chargeback regulations, and best practices.
   • Develop and refine internal policies and procedures to streamline the chargeback process and minimize chargeback risk.
   • Ensure all actions taken comply with financial regulations and company policies.

Qualifications:

• Bachelor’s degree in Finance, Accounting, Business Administration, or related field.
• 3+ years of experience in chargeback management, collections, or accounts receivable, preferably in the apparel industry.
• Strong knowledge of chargeback processes, dispute resolution, and applicable financial regulations.
• Excellent analytical skills with a high level of attention to detail.
• Proficiency in financial software and Microsoft Office, particularly Excel.
• Effective communication and negotiation skills to work with internal and external partners.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Preferred Qualifications:

• Experience working in the apparel industry.
• Familiarity with ERP systems and chargeback platforms.
• Experience developing and implementing chargeback policies and procedures.