Chargeback Analyst – Merchant Solutions
Full time @TD BANK posted 1 day ago in Customer Service & Support Shortlist Email JobJob Detail
-
Job ID 19580
-
Experience 2 Years
-
Qualifications Degree Bachelor
Job Description
“Job Description:
As a key member of the TD Merchant Solutions Chargeback Team, The Chargeback Analyst will be accountable to deliver skillful and legendary case management experience for our merchants.
As the Chargeback Analyst, you will act as a subject matter on the chargeback dispute resolution process and provide expert advice to our merchants, TDMS business partners and team members in accordance with the Payment Card Network Rules and Regulations.
The chargeback Analyst will be responsible for triaging and actioning incoming Chargebacks, utilizing analytical and decision-making skills to research disputes and make accurate and appropriate decisions based on findings and PCN regulations to deliver legendary Merchant experience.
In this role you will interact with Merchants, as well as contact centre representatives and other business partners within TDMS, so strong professional written and verbal communication skills are a MUST. Additionally, you will demonstrate excellent customer service skills, ensuring you remain friendly and professional while dealing with merchants.
Key Accountabilities:
Triage incoming merchant inquiries and other internal stakeholders.
Process all Chargebacks and retrieval requests according to department and individual PCN mandated deadlines adhering to MET Chargeback policies and procedures mitigating loss and maintaining a high level of productivity and accuracy.
Respond to all Merchant queries and escalations regarding these cases in compliance with the PCN regulations
Use professional communication to uphold value-add relationships with business partners.
Own all administrative work associated with all cases assigned for first chargeback debits, Pre arbitrations, arbitration, pre compliance, compliance cases and MFOCUS tickets.
Ensure cases assigned are worked within SLA
Demonstrate a good understanding of the chargeback procedures and its application for all PCN’s
Ensure that General Ledgers are reconciled in a timely manner and its record is kept up to date.
Superior organizational skills and with a high level of attention to detail
Support the Chargeback team as required with Adhoc functions .
Intermediate Microsoft Excel skills
Self-starter with strong planning and time management skills
Education and Accreditation:
University or College degree and / or relevant work experience
Strong Payment Card Network knowledge and/or prior Chargeback Experience
Additional Information:
Hours of operation: Shift work 9:00-5:00pm M-F. Flexibility required.
Previous customer service experience dealing with escalations and high-value clients preferred.
“