Merchant Chargeback Specialist

7 days ago

Toronto, Canada OTT Financial Group Full time

OTT Financial Group is the parent organization of a group of financial services and investment companies. We leverage cutting-edge fintech innovations to bring excellent financial advice and best-in-class wealth management to our customers and business partners. Empowering 5,000+ merchants and hundreds of thousands of individual clients across Canada, we are the home to a wealth of expertise in forex and securities trading, mobile and cross-border payment, and investment fund management.

We are ambitious, results-focused, and forward-looking. At OTT, you’ll get numerous opportunities to learn and grow, alongside a cohort of talented people from diverse backgrounds and industries. Tackling business challenges in a collaborative and innovative environment, you’ll be encouraged to be your best self and make a meaningful impact.

**RESPONSIBILITIES**
- Handling credit card chargebacks and disputed transactions on behalf of merchants and be familiar with the acceptance environment for both card present and card not present
- Working with merchants to gather documentation and to submit to the acquiring bank or credit card company within required timeframe
- Communicating with merchants about the status of their cases, and providing them with guidance and instructions on submitting documentation to minimize the loss of disputed and chargeback cases
- Investigating claims made by the cardholders, and requesting additional documentation from merchants if necessary
- Reviewing documentation provided by merchants, contacting merchants as needed to gather additional information, and making decisions regarding approval or denial of claims
- Reviewing merchant account activity and historical data to identify possible fraud or theft and provide recommendations to the business team for follow up action
- Reviewing chargeback claims to determine whether they are valid or should be denied because of procedural errors
- Reviewing chargeback notices to ensure that proper procedures are being enforced and that all rules updates from card schemes will be quickly synced to the actual workflow
- Documenting all aspects of the chargeback process, including identifying the parties involved, summarizing the facts of the case, and documenting the decision in each case
- Assisting with clearing and settlement related tasks

**MINIMUM QUALIFICATIONS AND SKILLS**
- Over 2 years of relevant experience in handling chargebacks and disputed transactions
- Experience working in the payments industry
- Familiar with the operating rules of major card schemes, including Visa, MasterCard, American Express, etc.
- Bachelor's degree

**NICE TO HAVE**:

- Ability to work under pressure and tight deadlines
- Native proficiency in English
- Fluent in Mandarin preferred
- Good teamwork
- Excellent communication skills with internal stakeholders and external customers
- Ability to work independently

**BENEFITS**:
OTT Financial Group Provides:

- A comprehensive salary
- A good group-benefit package with medical, dental, and vision coverage
- A dynamic, collaborative, progressive, and high-performing team
- A variety of opportunities for personal growth
- Learning & development stipend.

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