Chargeback Manager

Intermex Wire Transfer (NASDAQ: IMXI) is a dynamic, fast-paced, and innovative fintech specializing in wire transfer and financial products for underrepresented consumers. Since 1994, we have been a leader in the money transfer industry, connecting thousands of people with their families and communities. With a trusted network of retail locations and convenient online transfer options, we ensure our customers' money arrives exactly where and when they need it.

Our team is seeking a Charge Back Manager whom oversees a team of analysts that investigates and resolves customer complaints regarding disputed credit card transactions, analyzing transaction details, gathering evidence, and determining whether a chargeback is valid based on established regulations, ultimately aiming to protect both the customer and the merchant from fraudulent charges; this often involves communicating with customers, merchants, and internal teams to reach a fair resolution. 

Duties and Responsibilities

• Develop and implement strategies to manage the Charge Back function of the company; establishes policies and procedures to oversee the function.
• Reviewing disputed transactions by analyzing transaction history, purchase details, and customer statements to understand the nature of the dispute. 
• Investigate claims and gather supporting documentation from customers and merchants, including receipts, invoices, and communication records. 
• Identify potential fraudulent activity by analyzing patterns in disputed transactions and customer behavior. 
• Manage Fraud Filer System on CyberSource to optimize transaction workflow and minimize fraud risk.
• Understand and apply relevant credit card network rules and regulations regarding chargebacks. 
• Determine the validity of a dispute and decide whether to issue a credit to the customer or defend the charge against the merchant. 
• Contact customers to gather additional information, communicate dispute resolution outcomes, and address concerns. 
• Collaborate with merchants to gather necessary evidence and resolve disputes in a timely manner.
• Track dispute trends, identify areas for improvement, and generate reports for management. 

Qualifications/Requirements: 

• A Bachelor degree in business or relevant job experience is required
• Expert in VISA/CyberSource Fraud / Decision Manager tools.
• Expert in CARD Disputes and Visa/Mastercard Chargeback Rules
• Ability to evaluate complex information and make informed decisions based on evidence 
• Precisely review transaction details and documentation to ensure accuracy 
• Effectively interact with customers, merchants, and internal teams to gather information and explain dispute resolution outcomes 
• Analyze situations, identify root causes, and find solutions to resolve disputes 
• Understanding of Visa, Mastercard, and other payment network rules related to chargebacks 
• Familiarity with dispute management systems and data analysis tools

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Intermex Wire Transfer LLC. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

When accepting employment with Intermex Wire Transfer LLC., you authorize Intermex to conduct a background check as part of the hiring process. This includes a review of your criminal history, education, and employment history. You have the right to receive a copy of the background check report if you request it. This authorization is in accordance with the Fair Credit Reporting Act.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Intermex Wire Transfer LLC. makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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