Disputes & Chargebacks Associate
Privacy is dedicated to building a suite of easy-to-use tools that give our users’ better control and protection over their spending. We are a team of engineers, designers, and operators with extensive financial technology, regulatory, legal and compliance, and product expertise. We are also a group of content creators, runners, comedians, musicians, artists, chefs, dog lovers, gamers, plant caretakers, coffee connoisseurs, photographers, volunteers, and world travelers who leverage our diverse backgrounds and experiences to build both amazing products and an inclusive company. Come join us.
As a Disputes & Chargebacks Analyst at Privacy, your primary responsibility is to our users. Fraudulent transactions, disputes, and chargebacks are stressful events often involving large sums of money— your job is to protect our users while making the process as easy and seamless as possible for them. You’ll participate in every aspect of the chargeback lifecycle — from communicating with our customers to investigating claims, gathering evidence, and filing chargebacks. You will also help us continue developing best practices for identifying fraudulent patterns, mitigating disputes losses, and delivering a best in class user experience.
What You’ll Do
- Customer Communication
- Assist users with transaction issues and provide guidance through the disputes process
- Work with users to obtain evidence needed to build a strong chargeback claim
- Provide timely responses to users regarding the status of their chargebacks
- Dispute Process Management
- Investigate transactions, including instances of fraud, and refund users for valid dispute claims while ensuring compliance with all relevant guidelines and regulations.
- Process Chargebacks
- Become an expert on all VROL (Visa) and Mastercom (Mastercard) chargeback processes and their category codes
- Build robust chargeback documentation with supporting evidence to file chargebacks on VROL and Mastercom
- Dispute Project Support
- Understand Privacy transaction flows and manage user accounts impacted by fraud or other merchant issues
- Iterate and improve on all aspects of the disputes and chargebacks process from data collection and processing, to decisioning on dispute claims.
What you’ll bring
- Excellent communication skills, both written and verbal, with a focus on providing exceptional user experiences.
- Keen decision-making abilities and a highly detailed approach to investigating user issues and chargebacks.
- A demonstrated ability and desire to think and act like an owner. You take a highly proactive approach to your work.
- An ability to time manage and prioritize tasks to ensure all processes are completed within allotted time frames.
- An enthusiastic and positive attitude with a can-do mentality — you consider no task too small.
- Patience and understanding with customers, and confidence resolving issues on the spot.
- Proficiency in G Suite (Gmail, Docs, Sheets.)
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- High level of discretion and professionalism, particularly when handling sensitive user information.
- A proactive, detail-oriented, and resourceful attitude.
- A background in payments and dispute operations is a plus.
Base Salary: PHP 700,000 - 858,000
Benefits for US Employees:
- Health, vision, and dental insurance
- Unlimited PTO
- 401(k) match
- Life Insurance and AD&D policy
- 3% cashback on all Privacy purchases
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