Chargeback Dispute Specialist – 1 Year Contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of chargebacks and manage cases from start to finish, which includes informing merchants, gathering evidence, disputing chargebacks, and reaching resolutions.

• Provide coaching and education to small business owners regarding the dispute lifecycle and identify proactive strategies to mitigate future disputes.

• Identify opportunities for policy, procedure, and process enhancements within Chargeback Operations.

• Work collaboratively with Risk, Finance, and Product teams to minimize both customer and Wave losses.

• Foster positive relationships with business owners, vendors, banking partners, and other financial institutions, ensuring accuracy, efficiency, and professionalism.

• Clarify the distinctions between card networks to customers.

• Handle multiple priorities, including supporting business owners via email and phone, constructing chargeback cases, aiding in fraud prevention and reporting, creating informational content for customers, and managing accounts receivable while adhering to deadlines.

• Analyze case insights and translate findings into enhancements in chargeback efficiency and reduced collections.

⛳️ Requirements

• 1–2 years of relevant work experience.

• Extensive knowledge and experience with e-commerce card and ACH payments, preferably in both Canada and the United States.

• Solid experience in managing chargebacks and dispute resolution on either the merchant or issuer side.

• Strong understanding of Payment Card Network chargeback rules and regulations.

• Good grasp of NACHA and Payments Canada rules and regulations.

• Comprehensive understanding of the entire credit card chargeback dispute lifecycle.

• Excellent customer service, relationship management, and vendor management skills.

• Strong analytical and problem-solving capabilities.

• Proven leadership skills along with a commitment to supporting team goals.

• Ability to meet deadlines in a dynamic, high-volume environment.

• Experience in managing collection and/or credit risk practices.

• Knowledge of fraud and risk best practices or experience in fintech is considered an asset.

🏝️ Benefits

• Inclusive and accessible candidate experience.

• Recruitment accommodations are available upon request.

• Confidential AI-assisted interview note-taking utilizing Google Gemini.