Chargeback Analyst

Position Overview

You’ll join our Chargeback Investigations team, a front-line financial driver and data integrity gatekeeper for Signifyd. You will play a key role in minimizing losses, maximizing revenue, and mitigating fraud and chargeback risk for our customers.

Using your skills in research, investigation, and merchant management, you will help recover funds, ensure claims are worked in line with company policies, and support merchants in getting configured and set up for success. This is a high-impact role that offers tremendous opportunities for growth, learning, and leadership.

MUST SUBMIT RESUME IN ENGLISH

What You’ll Do

•   Work independently and with your team to help achieve the overall goals of the department.
•   Conduct high-quality research and in-depth analysis on credit card chargebacks to investigate for criminal or buyer fraud, with minimal supervision.
•   Review and process merchant reimbursement requests in line with Signifyd’s coverage policies.
•   Minimize potential losses by making accurate liability determinations on chargeback cases, identifying friendly fraud, and disputing such cases to recover funds and prevent the recurrence of bad buyer behavior.
•   Consistently apply Signifyd’s Terms of Service and merchant-specific eligibility rules to ensure accurate claim processing.
•   Gather evidence from internal and third-party data sources to prove the validity of transactions.
•   Support the onboarding of new merchants by reviewing their policies and ensuring their accounts are correctly configured to receive and process claims.
•   Conduct performance reviews of merchant accounts to ensure ongoing compliance with Signifyd’s policies.
•   Outreach with customers, banks, processors, and internal and external stakeholders to scale and optimize processes.
•   Collaborate in the identification and reporting of issues impacting the department.
•   Complete quality assurance and other administrative tasks once upskilled in our processes.
•   Work closely with cross-functional teams, including Customer Success, Product, and Finance.

Requirements

•   Fluent in English and Portuguese.
•   Minimum of 2 years of experience in chargeback analysis, fraud prevention, or payment operations within the LatAm, EMEA, or North American payments market.
•   Experience working with payment processors in LatAm, EMEA, or North America.
•   Knowledge of card network regulations (Visa, Mastercard, American Express, and Discover) for both merchants and consumers.
•   Strong problem-solving, change management, and analytical skills.
•   High level of computer proficiency across multiple systems; advanced knowledge of G-Suite and strong research skills.
•   Highly professional with a willingness to adapt to a constantly changing, customer-focused environment while maintaining strict adherence to Signifyd’s Security and Privacy policies.
•   Ability to maintain confidentiality and exercise discretion with sensitive information.
•   Excellent time management skills with the ability to prioritize, multitask, and work flexible hours when necessary.
•   Exceptional attention to detail.
•   A team-player mentality and proactive attitude, with the ability to collaborate effectively within a team and independently.

Highly Desired

•   Experience in customer service, including direct interaction with merchants and end customers.
•   Experience in onboarding merchants and supporting them with configuring and setting up accounts.
•   Experience using a variety of payment platforms or processors across (e.g. Shopify, Stripe, PayPal, Adyen, Braintree)
•   Excel expert.
•   Knowledge and experience using SQL and designing dashboards in Looker.

•   Fluent in Spanish.

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We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.