Zolve - Manager - Dispute & Chargeback

Manager - Dispute & Chargeback

Responsibilities:

- Handle all aspects of the dispute process in compliance with MasterCard, Reg E and /or Reg Z guidelines, and other applicable federal and state rules and regulations.

- Lead and mentor a team of dispute analysts, providing guidance and support in their daily activities.

- Foster a positive and collaborative team culture focused on achieving high-performance standards.

- Conduct regular training sessions to enhance the team's expertise in U.S. credit card disputes.

- Demonstrate a strong working knowledge of Reg E and Reg Z.

- Use analysis to segment customer behavior and develop targeted solutions to prevent sophisticated fraud activity.

- Develop chargeback response strategies and gather the evidence required to fight chargebacks and/or resolving of dispute inquiries from cardholders, financial institutions, merchants, and internal departments.

- Exercise sound judgment to escalate issues to the appropriate resource when unable to resolve the problem in a reasonable amount of time.

- Aggregate and analyze statistical data on cards and chargebacks in identifying patterns and working with the Risk team to develop strategies needed to tackle fraud trends.

- Develop internal procedures governing chargeback processing and evidence submission.

- Partner with internal groups and external banking institutions to resolve issues;

- Collaborate with our Customer Support team to research and respond to dispute-related customer inquiries and issues

- Respond to customer and partner inquiries for chargeback and dispute related questions.

Requirements:

- Minimum 5 years of experience in chargeback dispute resolution and risk management with MasterCard

- Up to date knowledge of MasterCard Rules and Regulations, and internal procedures relating to card payments and chargeback dispute processing.

- Strong working knowledge of Reg E and Reg Z.

- Ability to work efficiently with internal and external partners

- Able to take initiative and work independently.

- Basic experience with scripting languages such as Python

- MongoDB experience (no-SQL data environment)

- Relevant Fraud Certifications