Chargeback Dispute Specialist

Job Description

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without. Do you love interacting directly with customers and providing amazing experiences? Have a passion for helping small business owners and entrepreneurs deal with issues with their customers? Have a knack for explaining the complex in a simple, easy to understand way? Comfortable in a fast paced, technology driven environment? Got a competitive streak in you and love to win? Well then, have we got a role for you! As a member of our mighty Financial Services Operations team, you will have the unique opportunity to showcase your amazing investigative, communication and customer service skills as part of the elite chargebacks team to help win chargeback disputes on behalf of our Entrepreneurs. Reporting to the Manager, Dispute Resolution we are looking for a Disputes & Chargeback Specialist to help fight for our business owners and Wave throughout the chargeback dispute resolution cycle. This position isn't for the faint of heart; you must be ready to take on both the excitement and responsibility of being a Disputes & Chargeback Specialist and be able to guide small business owners through the entire dispute cycle to resolution. Looking to join this team? You'll work alongside some top notch Wavers such as Krista Cappadocia : I’ve been with Wave now for 7 years. I originally started in customer support, worked my way to the chargebacks team, started the loss mitigations team here at Wave and now managing the Dispute Resolutions team. It has been an amazing opportunity for growth and leadership. Each day offers new challenges and opportunities to grow. In my spare time, I like hanging out with my son, dancing and watching movies!

Here’s How You Make an Impact:

• Owning chargebacks and representing cases end-to-end from informing the merchant, to gathering evidence, and disputing the chargeback through to resolution
• Acting as the go-to person, coaching and educating small business owners on the dispute lifecycle. Identify proactive opportunities for the business to protect themselves against future disputes.
• Identifying opportunities for policy, procedure, and process improvements within Chargeback Operations.
• Working closely with Risk, Finance, and Product teams to reduce loss to our customers & Wave.
• Developing positive relationships with business owners, vendors, key banking partners or other financial institutions, ensuring accuracy, efficiency, and a professional experience throughout.
• Understanding the differences between card networks and being comfortable explaining them to customers.
• Juggling multiple priorities, shifting between support activities (like communicating with business owners via email/phone), building chargeback cases from the ground up, assisting with Fraud prevention and reporting, developing informational content for customers to guide them through the chargeback process, addressing accounts receivable, all while meeting operational deadlines.
• Analyzing and understanding insights into cases and interpreting those outcomes into ways to improve chargeback efficiency and reduce collections.

You Thrive Here By Possessing the Following:

• 1- 2 years of related work experience.
• Extensive knowledge and experience with e-commerce card payments and ACH payments, ideally both in Canada and the United States.
• Solid experience handling chargebacks and dispute resolution, whether on the merchant or issuer side.
• Good understanding of Payment Card Network chargeback rules and regulations.
• Good understanding of NACHA and Payments Canada rules and regulations.
• Understanding of full credit card chargeback dispute life cycles.
• Excellent customer service, relations and/or vendor management skills.
• Strong analytical and problem-solving skills.
• Demonstrated leadership skills. A desire to support others with the intent of achieving team goals.
• Ability to effectively manage deadlines in a fast-paced and high-volume environment.
• Experience managing collection and/or credit risk practices.
• Knowledge of fraud and risk best practices or experience working in a fintech company would be an asset.

At Wave, you’re treated like the incredible human being you are. Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours . We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more. We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously. We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot! We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions. We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women. Are you ready to be a Waver? Join us! Apply for this job