Company Description
Fraud Deflect aims to revolutionize Friendly Fraud and Chargeback Management by bringing Trust, Integrity, and Transparency to an industry known for its opaque practices.
We strive to eliminate the 'tricks of the trade' and provide clear solutions to our clients.
Please send your Resume in English ONLY.
ALL interviews will be in English.
Role Description
This is a contract remote role for a Chargeback Operations Manager at Fraud Deflect.
The Chargeback Operations Manager will be responsible for managing day-to-day chargeback operations, perform quality controls and monitoring production KPIs, analyze fraud trends, working with cross-functional teams to prevent chargebacks, and implementing chargeback dispute strategies.
Responsibilities:
Lead, motivate, and support the team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution
Manage data collection for the updating of metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
Partner with cross-functional teams to improve proprietary tools and systems
Work closely with Direct Manager team to ensure that activities remain compliant
Perform quality controls and monitoring production KPIs
Oversee training materials
Conduct budget reviews and report cost plans to upper management
Requirements:
3 or more years of proven success in Chargeback Operations Management and Dispute Resolution
Must have understanding of technical and financial aspects of VISA/Verifi and Mastercard/Ethoca tools and alert process
Previous e-commerce fraud prevention, investigation or retail fraud prevention experience with track record of successfully managing and working with Chargebacks
Strong oral and written communication skills in both Brazilian Portuguese and English
Must possess excellent communication skills and be detailed oriented
Presentation skills + ability to create presentation in Slides
Self-starter with the ability to work under pressure independently and as part of a team
Ability to think strategically and act proactively to create strong trust and confidence with business units
Native or Fluent in both Brazilian Portuguese and English