Chargeback Dispute Analyst

4 weeks ago

Toronto, Canada Wave HQ Full time

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.

**About the Financial Services Operations team:
Do you love interacting directly with customers and providing amazing experiences? Have a passion for helping small business owners and entrepreneurs deal with issues with their customers? Have a knack for explaining the complex in a simple, easy to understand way? Comfortable in a fast paced, technology driven environment? Got a competitive streak in you and love to win? Well then, have we got a role for you

As a member of our mighty Financial Services Operations team, you will have the unique opportunity to showcase your amazing investigative, communication and customer service skills as part of the elite chargebacks team to help win chargeback disputes on behalf of our Entrepreneurs. Reporting to the Manager, Recovery Operations we are looking for a Disputes & Chargeback Analyst to help fight for our business owners and Wave throughout the chargeback dispute resolution cycle. This position isn't for the faint of heart; you must be ready to take on both the excitement and responsibility of being a Disputes & Chargeback Analyst and be able to guide small business owners through the entire dispute cycle to resolution.

No direct chargeback experience? While it is helpful and considered a huge plus, we also pride ourselves in terms of being able to help Wavers learn and grow new skills in their career. As long as you’re curious, tenacious, a quick study and have a passion for the customer, we will teach you the rest Empowered with a solid understanding of the different types of chargebacks, experience gathering evidence for cases and investigations and working in a cross-functional and collaborative team across Wave, this opportunity isn’t one you should pass up

Looking to join this team? You'll work alongside some top notch Wavers such as
**Krista Cappadocia**:

- I’ve been with Wave now for 7 years. I originally started in customer support, worked my way to the chargebacks team, started the loss mitigations team here at Wave and now managing the Dispute Resolutions team. It has been an amazing opportunity for growth and leadership. Each day offers new challenges and opportunities to grow. In my spare time, I like hanging out with my son, dancing and watching movies_

**Here's how you'll make an impact**:

- Using your superior customer service skills and your curiosity and investigative mindset, you will own chargebacks and represent cases end-to-end; this includes but is not limited to informing the merchant of the dispute, gathering supporting evidence, filing the case with the credit card network (Visa, Mastercard, Amex and Discover) and managing the case through to resolution.
- Act as the go-to person, coaching and educating small business owners on the dispute lifecycle. Be proactive in identifying opportunities for the business to protect themselves against future chargebacks.
- Be able to tactfully manage accounts receivables and collections in a customer centric and respectful way in situations where the business owner owes Wave money as part of the disputes process.
- Identify opportunities for policy, procedure, and process improvements within Chargeback Operations and champion those opportunities from idea to implementation.
- Work closely with our Risk, Fraud, Finance, Payments and Product teams to enhance customer experience for our customers reduce financial losses overall.
- Develop positive relationships with business owners, vendors, key banking partners and other financial institutions, ensuring accuracy, efficiency, and a professional experience throughout.
- Understand the differences between the various card networks (Visa, Mastercard, Amex and Discover) and be comfortable explaining it in a super simple way.
- Analyze and understand insights into cases and interpret those outcomes into ways to improve chargeback efficiency and reduce collections.

At Wave, you’re treated like the incredible human being you are.

**Work From Where You Work Best**:We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours
**.**

**We Care About Future You**: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.

**We Support the Full You**:We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously.

**We Take Care of the Fundamentals**:Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a

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