Chargebacks Coordinator

-Clio
- is more than just a tech company-we are a global leader that is transforming the legal experience for all by
bettering the lives of legal professionals
- while
increasing access to justice
- . Summary:
About the job

Clio

is more than just a tech company-we are a global leader that is transforming the legal experience for all by

bettering the lives of legal professionals

while

increasing access to justice


Summary

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. We are continuing to grow at an increasingly fast pace both domestically and internationally, and are now seeking a highly motivated and skilled Chargebacks Coordinator to join our growing Payment Operations team.

Who you are

What your team does

The Chargebacks team, which is a part of the Payment Operations team, is responsible for supporting chargeback operations by monitoring queues, assisting merchants with disputes, interpreting reason codes and card network rules, responding to client inquiries, updating procedures, and collaborating with cross-functional teams to enhance chargeback processes and resolve escalated issues.

Payment Operations is a critical function sitting within the broader COO organization at Clio, which is focused on driving results for the company through strategic, operational, and data-driven improvements.

What you'll work on- Monitor and act on chargeback queues for both Clio Payments merchants as well as Clio Billing Services.- Provide guidance to merchants on steps to take in defending themselves during the chargebacks process.- Obtain a deep understanding of chargeback reason codes and categories to support Clio Payments customers.-
- Support customers by providing guidance around the documentation required in the event of a chargeback and provide steps to take on how to respond to such disputes and prevent future chargebacks.- Execute best practices for chargeback maintenance and prevention.- Actively review submitted evidence with merchants to increase likelihood of winning disputes.- Proactively contact clients in order to assist with chargeback support.- Respond to customer inquiries regarding general chargeback questions- Work with the Chargebacks team to review and understand the reasons behind chargeback rulings.- Assist with updates of existing or new chargeback standard operational procedures- Collaborate with cross-functional teams including Product, Technology, Finance, Customer Support, InfoSec, and Compliance teams to help deliver and operate new chargeback products and processes- Act as an escalation point for the Customer Support team to investigate customer issues

What you bring- Minimum 1-2 years direct experience working at a vertical SaaS company such as Jobber, ServiceTitan, Toast, Mindbody, or Clio in a Customer Support capacity.- Passion for supporting Customers by solving questions and challenges that arise while providing a first in class customer experience- A strong desire to learn about card payments, emerging payment solutions, bank products and their related dispute processes.- You have an inquisitive ability to find out “why” things are occurring with the determination of task completion with a high level of quality.- You act as a partner who can work cross-functionally with Payment Operations, Customer Success, Product and Financial teams across the company.- You have a data-driven mindset and are analytical with the desire and ability to dig into metrics to derive insights and drive decisions.- Ability to work in a fast paced environment and maintain a very high attention to detail.- Good judgment and demonstrated sound decision-making skills, with a proactive approach to problem-solving.- Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment and work independently.- Demonstrated strong interpersonal and communication skills, both written and oral.

Bonus points if you have- Direct Fintech or card network experience- Knowledge of card networks and the chargebacks process end to end.- Familiarity with risk-based transaction monitoring systems is a plus.- Experience working with Salesforce, Zendesk, Stripe and Stripe Radar, Seon, Sift, Trulioo or similar.- Experience in coding languages, such as SQL or python.

What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on ou