Our client, pioneers in the Social Casino gaming industry are seeking a detail-oriented and proactive **Chargeback Team Lead** to join their expanding team.
In this pivotal role, you will oversee chargeback dispute management, lead fraud investigations, and ensure the integrity of the transaction processes. You will play a crucial part in protecting our business and enhancing player experiences by implementing best practices and optimizing our chargeback strategy.
If you're eager to make a significant impact in a fast-paced, forward-thinking company dedicated to being a leader in the gaming industry, we would love to hear from you!
**Areas of Responsibility**
- Oversee and monitor the attendance and punctuality of Chargeback Analysts to ensure optimal staff coverage throughout shifts.
- Manage and address CHB and Ethoca alerts, including customer service and internal escalations, ensuring they are resolved promptly and efficiently.
- Lead the recruitment process for new analysts, providing comprehensive training and ongoing refreshers to enhance their skills and knowledge.
- Coach and mentor team members to help them achieve their key performance indicator (KPI) goals and foster a high-performance culture.
- Develop and manage the monthly team schedule to ensure adequate staffing levels meet operational demands.
- Prepare and present detailed chargeback reports to management, highlighting findings and trends to inform decision-making.
- Stay informed about industry developments and updates to company policies and procedures, ensuring the team remains compliant and effective.
- Perform additional duties as assigned, contributing to the overall success of the chargeback operations.
**What we are looking for...**
- 5+ years of experience in chargeback processing, fraud detection, or dispute resolution, preferably in gaming or financial services.
- At least 1 year of management experience, including supervising a team and managing attendance and performance.
- Proven ability to effectively onboard and train staff.
- Skilled in preparing and presenting detailed reports on chargeback trends.
- Familiarity with industry regulations and Visa/MasterCard rules.
- Strong analytical skills for identifying trends and ensuring accuracy.
- Excellent organizational skills with the ability to prioritize tasks effectively.
- Strong verbal and written communication skills for effective interactions.
- Quick analytical skills to develop solutions for chargeback issues.
- Willingness to stay updated on industry trends and changes.
- Familiarity with chargeback management tools and reporting software.
- Ability to work collaboratively with cross-functional teams.
**Important Requirements**
- Willingness to work outside on a shifting schedule/weekend/holidays
- You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements:
- PC - Intel i5 4th Gen (or higher) - self provided
- Minimum OS Version: Windows 10 or higher
- Internet browser (preferably Chrome - but can use Edge, Firefox, etc.)
- Minimum RAM: 8 GB
- Minimum HDD Space: 1 GB
- Headset: USB Headset (noise-canceling)
- Web Camera (for team meetings)
- Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required.
- Backup Internet provider
**Benefits**
- Competitive salary
- Flexibility and remote work
- Training and development
- International collaboration with our teams based around the world
- Fast growing business where the sky's the limit for your career