Chargeback Triage 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). 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 a desire to put the merchant first.
- 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.
- As a key member of the TD Merchant Solutions Chargeback team, the
- **Chargeback Triage Officer** will be accountable for delivering skillful and legendary chargeback triage management for our chargeback team.
- As the Chargeback Triage Officer, you will provide a broad range of operational support and perform tasks of a general and specialized nature. The Triage Officer may contribute to analysis and reporting on daily activities or special initiatives that strengthen our operating model/processes and elevate service quality. The triage function includes operational tasks which ensure positive experiences for TDMS business partners and chargeback team members. All tasks are executed in accordance with the Payment Card Network Rules and Regulations.
- In this role you may interact with merchants, Contact Centre representatives and other business partners within TDMS. Superior attention to detail and data entry skills are necessary for success as a Triage officer. Additionally, you will demonstrate excellent customer service skills, ensuring merchant and colleague engagements are friendly, knowledgeable, proactive and professional.
- Execute transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
- Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained
- Identify opportunities to improve service delivery
- Use professional communication to uphold value-add relationships with business partners
- Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
- Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
- 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

**Job Requirements**
- 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
- Data Entry/ Typing Skills
- Overall knowledge of TDMS systems, products and processes would be considered an asset
- Experience in finance/accounting preferred

**Additional Information**

**Summary of day-to-day responsibilities**:

- Initiate all incoming chargebacks
- Manage daily mailing functions
- Maintain the fraud tracker
- Manage incoming Retrieval requests
- Support manager/team as required (Ad hoc)

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

**Job Family**
- Banking Operations

**Job Category - Primary**
- Operations & Underwriting

**Job Category(s)**
- Operations & Underwriting

**Hours**
- 37.5

**Business Lin

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