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Position Overview:

You’ll join a team working towards minimizing losses, maximizing revenue, and mitigating fraud and credit risk for our customers. You will be working alongside merchants guiding them through the onboarding process and once they are active, creating documentation and processes to ensure the success of their account. 

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 or buyer fraud.
  • Work directly with merchants to educate them about chargebacks and chargeback processes and policies. Complete initial intake and discovery with merchants to understand their existing chargeback processes and chargeback needs.
  • Create materials for merchants to ensure they understand Signifyd’s processes and policies. 
  • Support merchants with any inquiries they may have around chargeback processes and 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.
  • 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.
  • Collaborate with technical teams to onboard and properly configure merchants chargeback processing and representment flows. Ensure proper data quality and access checks are conducted.
  • Proactively research new chargeback processes and industry updates that affect Signifyd merchants. Provide consulting services to merchants to advise them on best practices for avoiding and fighting chargebacks. 

Requirements:

  • Fluent in Spanish and English 
  • Minimum of 3 years of experience in chargeback analysis and fraud prevention in the US market.
  • Sound understanding of card networks’ regulations (Visa, Mastercard, American Express, and Discover) for both merchants and consumers
  • Strong problem-solving, change management, and analytical skills.
  • Strong documentation skills to improve processes and provide updates on ongoing tasks (ideally know how to work with Jira or similar)
  • 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.
  • Ability to manage internal and external stakeholders, providing updates on tasks and projects, communicating within and across departments, making recommendations and raising areas of improvements. 
  • 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 focussed 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

Highly Desired:

  • Experience using a variety of payment platforms or processors (Stripe,Clientline, Braintree PayPal, Adyen, etc.)
  • Excel expert.
  • Knowledge and experience using SQL and designing dashboards in Looker

#LI-Remote

Benefits in Mexico:

  • 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

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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Signifyd is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive, safe environment for all candidates and employees. Candidate demographic data in the aggregate provides a wealth of information that we can use to assess progress against our diversity and inclusion goals and identify areas we can do better. By answering these demographic questions, you are helping Signifyd become a more inclusive place for all of us to do our best work!

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