Chargebacks Manager

Zilch; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading payment tech company is seeking a Chargebacks Manager to oversee chargeback operations and lead the chargebacks team. This role requires strong knowledge of Visa and Mastercard's chargeback resolution processes and experience in the financial sector. The ideal candidate will have a customer-focused approach, analytical skills, and the ability to work under pressure in a fast-paced environment. The company offers comprehensive benefits and promotes a collaborative work environment.

Benefits

Income Protection

Access to Share Options Scheme

5% back on in-app purchases

£200 for WFH Setup

Private Medical Insurance

Mental health support

Employee Assistance Programme

Qualifications

• Solid understanding of chargeback resolution rules and processes.
• Experience within chargebacks and fraud domain in financial institutions.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Lead and mentor a team of chargeback analysts.
• Collaborate with internal departments to improve chargeback processes.
• Generate regular operational reports on chargeback trends.

Skills

Customer focus

Visa and Mastercard dispute knowledge

Experience in financial institutions

Analytical skills

SQL proficiency

Strong admin abilities

Attention to detail

Tools

SQL

Excel

Microsoft Office

Job description

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role.

The Chargebacks Manager is responsible for leading and managing the chargeback function within the Fraud department, playing a pivotal role in overseeing chargeback and disputes operations, managing internal staff, and coordinating with third party partners to ensure the efficiency and effectiveness of our processes in line with standard industry regulations.

Day-to-day responsibilities.

• Lead and mentor a team of chargebacks analysts, providing guidance, training, and performance evaluations.
• Foster a collaborative and efficient work environment, promoting teamwork and skill development.
• Lead the onboarding process of a third-party partner responsible for chargeback operational activities, ensuring adherence to service level agreements (SLA’s) and quality standards.
• Maintain a collaborative and productive relationship with third party partner, including regular performance evaluations to ensure all tasks are completed to a high standard with attention to detail and consistency.
• Proactively address issues and escalation related to operational support.
• Work closely with the Workforce Management and Marketing/Acquisition team in order to ensure the chargebacks function is well resourced to support incoming volumes.
• Collaborate with internal departments, including Customer Service, Training, QA, Collections, Finance and Compliance towards continuously improving the efficiency and effectiveness of our chargeback processes.
• Review and optimise workflows, processes, and procedures for chargeback resolution.
• Ensure purchase disputes and chargeback cases are handled promptly accurately and in compliance with industry regulations i.e. Section 75 of the Consumer Duty act as well as VISA and Mastercard core rules.
• Stay informed about industry regulations, payment network rules and compliance requirements related to chargebacks.
• Ensure the Chargebacks team maintains comprehensive records of chargeback cases, ensuring proper best in class documentation and reporting.
• Generate regular operational reports on chargeback trends, losses, recoveries and other KPI’s to share with other business stakeholders.
• Collaborate with Product and Engineering team towards process automation and orchestration in order to drive cost effectiveness.
• Keeping up to date with rules and regulations and ensuring that all chargeback related activities adhere to compliance standards.
• Ensuring all tasks completed are to a high standard with attention to detail and consistency.

What we’re looking for...

• Be customer focused and provide excellent support in line with the Zilch brand.
• Have a solid understanding of Visa and Mastercard’s dispute and chargeback resolution rules and processes.
• Strong experience working in a financial institution within the chargebacks and fraud domain.
• Analytical and excited about working with a business that moves at a high pace.
• Proficient use of SQL, Excel and Microsoft Office suite.
• Be able to build and maintain internal & external relationships.
• Be a critical thinker, finding ways to improve and streamline processes.
• Have excellent attention to detail and strong admin abilities.
• Be able to work in a fast-paced environment.
• Be able to work under pressure.

Benefits.
Compensation & Savings:

• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Physiotherapy.
• Advanced cancer cover.
• Employee Assistance Programme including:
  • Unlimited mental health sessions.
  • 24/7 remote GP & physiotherapy.
  • 24/7 helpline for emotional & practical support.
• Savings & discounts on everyday shopping.
• 1:1 personalised well-being consultations.

Family Friendly Policies:

• Enhanced maternity pay.
• Enhanced paternity pay.
• Enhanced adoption pay.
• Enhanced shared parental leave.

Learning & Development:

• Professional Qualifications.
• Professional Memberships.
• Learning Suite for e-courses.
• Internal Training Programmes.
• FCA & Regulatory training.
• Hybrid Working.
• Casual dress code.
• Workplace socials.

To apply for this role, please submit your CV along with a cover letter.

Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.

Apply for this Job

By submitting this application I agree that I have read the Candidate Privacy Notice and confirm that Zilch can store my personal details in order to process my job application.*