Managed Accounts Officer

2 weeks ago

Toronto, Canada TD Bank Full time

411810BR

Commercial Banking

Toronto, ON

June 14, 2023

Company Overview

Department Overview

TD Merchant Solutions is a leader in Point of Sale technology and product innovation for large and small
businesses and offers a complete line of credit and debit card payment processing, services and
payment transaction solutions. These include face-to-face, telephone and internet transactions which
enable merchants to accept VISA, Mastercard, American Express, Discover, Union Pay and Interac Debit.
The Chargeback Team is a subset of the Merchant Experience Team (MET). The TDMS Chargeback Team
is responsible for the case management of all Chargebacks, Retrieval Requests, Arbitration and
Compliance disputes associated with TDMS merchants for all the Payment Card Networks (PCN).
What is a Chargeback? Chargebacks are initiated when the Issuer is not able to recover funds from a
purchase made on a credit card. In most cases the dispute will originate from a dissatisfied customer
sale. A Chargeback is always initiated by the cardholder’s Issuing bank and sent to TD Merchant
Solutions. The TDMS Chargeback team processes these claims and responds to the disputes on behalf of
our Merchants.
It is a fast-paced and evolving environment that will allow you the opportunity to exercise your strong
analytical and investigative skills to best defend our Merchants against Chargebacks and demonstrate
the Merchant Mindset and a desire to put the Merchant first.

As a key member of the TD Merchant Solutions Chargeback team, the Senior Chargeback Analyst will be
accountable to deliver skillful and legendary Chargeback case management experience for our
Merchants.
As the Senior Chargeback Analyst, your will act as a Subject Matter Expert on the Chargeback dispute
resolution process and provide sound expert advice to our Merchants, TDMS business partners and
team members in accordance with the Payment Card Network Rules and Regulations.
The Senior Chargeback Analyst will be responsible for handling all Arbitration Chargebacks, utilizing his
or her analytical and decision-making skills to research disputes and make accurate and appropriate
decisions based on findings and PCN regulations to deliver legendary Merchant experience.
Internal
In this role you will interact with Merchants, as well as Contact Centre representatives and other
business partners within TDMS, so strong professional written and verbal communication skills are a
must. Additionally, you will demonstrate excellent customer service skills, ensuring you can remain
friendly and professional while dealing with merchants who are likely to be upset about their disputed
transactions.
Additionally, the Senior Chargeback Analyst will be responsible for reconciling, analyzing and
maintaining all General Ledger assignments resulting from debiting and crediting Chargeback
transactions.
Key Accountabilities:
Manage all GL assignments according to department policies and procedures, ensuring excellent
timeliness and accuracy of all documentation and accounting entries
Monitor the PCN fee reports and support the collection of Arbitration Fees
Perform the lead role on arbitration cases and compliance cases
Use professional communication to uphold value-add relationships with business partners
Execute on all special assignments associated with ongoing or ad hoc specialized merchant requests
or arrangements

role. Use this knowledge to train peers, support projects and lead complex investigations
Perform specialized ACES chargeback maintenance functions
Perform the tasks related to the daily balancing of the chargeback systems
Serve as the first level escalation point of contact for Merchants and partners

Merchant Mindset is top of mind with all client interactions.
Provide the first level quality control for the chargeback team
Support the processing of Pre-Arbitration, Pre-Compliance cases according to department and
individual PCN mandated deadlines adhering to PCN rules, MET Chargeback policies and procedures

such as: MBS, MFOCUS, BASE24, TSO, ACES, reporting, MSearch, all job-related macros and online
reporting
Support manager/team as required (Ad hoc)

**Requirements**:
University or College degree and / or relevant work experience.
Strong PCN knowledge and/or prior Chargeback Experience.
Superior organizational skills and with a high level of attention to detail
Must have demonstrated analytical abilities and excellent communication (both written and verbal)
Self-starter with strong planning and time management skills
Intermediate Microsoft Excel skills
Skilled in positive mentoring/knowledge sharing
Ability to create and foster a cohesive team, and promote a positive work environment for all
employees
Overall knowledge of TDMS systems, products and processes would be considered an asset
Experience in finance/accounting preferred
Curious, inquisitive, troubleshooter

Additional Information

Hours of operation: Shift work 9:00-5:00pm M-F. Flexibility required.
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