Chargeback Specialist III

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of This Role

Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on charge backs for use by the company in identifying patterns and improving overall customer service.

What Part Will You Play?

• Researches, processes, and resolves chargeback/reversal requests for all dispute reason codes and all supported card brands by utilizing established processes in a multi-client/system environment and adhering to association regulations. Gathers and analyzes cardholder and/or merchant account transactions to determine if the disputed transactions are covered under federal regulations, organizes supporting information, and applies appropriate credit/debit adjustments to accounts based on the final result of arbitration. May communicate with clients via "written" correspondence, as required, in an effort to determine the appropriate disposition of a chargeback request.
• Prepares and reviews supporting case materials prepared by less experienced Chargeback Specialists to ensure inclusion of required and any supporting documentation. Presents case materials to the association for validation and submits association approved cases to Visa or MasterCard for arbitration and final ruling.
• Generates daily/weekly chargeback reports for all supported clients for management review. Assists management by generating monthly chargeback reports for client level reviews. Reviews various queues and accordingly delegates work to other Chargeback Specialists to ensure association time frames are met (i.e. dispute inventory/aging queue, declaration of fraudulent activity, outstanding queue, etc.).
• Reviews the segmentation of pending requests and redirects pending requests to ensure routing to the appropriate work flow. Assists less experienced Chargeback Specialists by recommending the appropriate workflow for non-routine or complex requests. Handles assignments outside of the normal chargeback process (i.e. compliance cases).
• Maintains a comprehensive understanding of all supported card brands (i.e. Visa/MasterCard/Discover/Amex) and federal regulations governing credit card chargebacks and reversals through training and online research of regulations while working in accordance with department processes and procedures. Frequently reviews federal and card brand regulations for changes, and reports potential impacts to internal processes and procedures to management team. May provide recommendations to minimize impacts to the organization. Conducts side-by-side training on these changes, as needed.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 Years Relevant Exp

Preferred Qualifications

• 4-6 years related work experience handling dispute resolutions throughout the association lifecycle.

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision - Proposes methods and procedures on new assignments. May be informal team leader.
• Skills / Knowledge - Working knowledge of association and card industry regulations

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].