At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.

Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!

Department: Chargebacks
The Chargeback Investigations organization at Signifyd is responsible for ingesting, arbitrating, representing, and accounting for chargebacks and guarantee claims for Signifyd's portfolio of merchants. The team owns the decisions on chargeback claim eligibility, as well as efforts on behalf of both merchants and Signifyd to recover funds via the representment process with card brands and acquiring banks. We work closely with the Risk Intelligence and Data Science teams to feed chargeback data into our modeling and risk prevention systems. The team contributes to: developing and maintaining claim eligibility policies, chargeback representment and financial recoveries, and consulting with merchants on best practices to reduce chargebacks and meet card brand compliance regulations.

Position Overview:

You'll join a team dedicated to minimizing losses, maximizing revenue, and mitigating fraud and chargeback risk for our customers. You will utilize your excellent skills in research and investigation to recover funds while working with various processors and financial institutions to reverse chargeback cases. This is a high-impact role that offers tremendous opportunities for growth, learning, and leadership.

What You'll Do:

  • Work independently and with your team to help achieve the overall goals of the department.
  • With minimal supervision and guidance, conduct high-quality research and in-depth analysis on credit card chargebacks to investigate for criminal fraud or buyer abuse.
  • Review and process merchant reimbursement requests in line with Signifyd’s coverage policies.
  • Minimize potential losses by making decisions on chargeback cases, identifying friendly fraud cases, and disputing such chargebacks to recover funds and prevent the recurrence of bad buyer behavior.
  • Gather evidence from various data sources from both internal and third-party sources to prove the validity of the transaction.
  • 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.
  • Once upskilled in our process, you will complete quality assurance, along with other administrative tasks.
  • Work closely with cross-functional teams such as customer success, product, and finance teams.

Requirements:

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

Highly Desired:

  • Experience using a variety of payment platforms or processors common in Brazil (e.g., PagSeguro, Cielo, Mercado Pago, Pagarme, Stone, PagBrasil).
  • Knowledge and experience using SQL and designing dashboards in Looker.
  • Familiarity with Brazilian consumer protection laws and regulations related to e-commerce and payments.

#LI-Remote

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.

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