Chargebacks Analyst

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

📋 Description

• Work autonomously and collaboratively with the team to meet departmental objectives.

• Review, verify, and reconcile chargeback documentation and reports from various payment processors.

• Ensure that every dispute is accurately recorded, mapped, and processed.

• Investigate and assess credit card chargebacks for signs of criminal activity or buyer fraud.

• Evaluate and process merchant reimbursement requests in line with coverage policies.

• Accurately assess liability, identify instances of friendly fraud, and initiate disputes to recover funds.

• Implement Signifyd’s Terms of Service along with merchant-specific eligibility criteria.

• Collect internal and external evidence to substantiate transactions.

• Assist with the onboarding of new merchants, policy evaluation, and account setup.

• Monitor merchant account performance to ensure ongoing policy compliance.

• Engage with customers, banks, processors, and both internal and external stakeholders.

• Detect and communicate issues that may impact the department.

• Complete quality assurance and administrative duties following upskilling.

• Collaborate with teams in Customer Success, Product, and Finance.

⛳️ Requirements

• Proficient in both Spanish and English.

• At least 2 years of experience in chargeback analysis, fraud prevention, or payment operations within the North America, EMEA, or LatAm payments markets.

• Experience collaborating with payment processors in North America, EMEA, or LatAm.

• Familiarity with card network regulations for Visa, Mastercard, American Express, and Discover applicable to both merchants and consumers.

• Strong analytical, problem-solving, and change management skills.

• High proficiency in computer systems across multiple platforms.

• Advanced knowledge of G-Suite and robust research capabilities.

• Adaptability to a dynamic, customer-oriented environment while strictly adhering to Signifyd’s Security and Privacy policies.

• Ability to maintain confidentiality and handle sensitive information with discretion.

• Advanced Excel skills, including proficiency with pivot tables, XLOOKUP/VLOOKUP, INDEX/MATCH, conditional logic, data cleaning, and creating or maintaining macros.

• Exceptional attention to detail.

• Team-oriented mindset and proactive approach, capable of effective collaboration both independently and within a team.

• Experience in customer service, particularly direct interactions with merchants and end customers (highly desired).

• Experience in onboarding merchants and assisting with account setup and configuration (highly desired).

• Familiarity with payment platforms or processors such as Shopify, Stripe, PayPal, Adyen, or Braintree (highly desired).

• Knowledge and experience with SQL and dashboard design in Looker (highly desired).

• Proficient in Portuguese (highly desired).

🏝️ Benefits

• Health, Dental & Vision Insurance.

• Life Insurance equivalent to 24 months of salary.

• Annual Performance Bonus.

• Christmas Bonus of 1 Month’s Salary.

• Food Vouchers.

• Stock Options.

• Paid Parental Leave.

• Flexible Work Arrangements.

• Telework Stipend for Home Internet.

• 12 Paid Vacation Days with 85% Vacation Premiums.

• Paid Holidays.

• Company Social Events.

• Signifyd Swag.

• Dedicated learning budget through Learnerbly.

• On-Demand Therapy available for all employees and their dependents.

• Reasonable accommodations provided during the hiring process.