[Hiring] Chargebacks Analyst @Signifyd

Role Description

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. This is a high-impact role that offers tremendous opportunities for growth, learning, and leadership.

• 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.

Qualifications

• Fluent in Spanish and English.
• Minimum of 2 years of experience in chargeback analysis, fraud prevention, or payment operations within the North America, EMEA or LatAm payments market.
• Experience working with payment processors in North America, EMEA, or LatAm.
• 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.

Requirements

• 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 (e.g. Shopify, Stripe, PayPal, Adyen, Braintree).
• Excel expert.
• Knowledge and experience using SQL and designing dashboards in Looker.
• Fluent in Portuguese.

Benefits

• Health, Dental & Vision Insurance
• Life Insurance of 24 months 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 for all employees & their dependents