Managed Accounts Officer

2 weeks ago

Toronto, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.

**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)

**Job 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

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