About the job
Chargeback Manager
Please note that this opportunity requires relocation to our Barcelona office.
About Satispay
At Satispay, we are on a mission to transform the world of everyday payments, making them straightforward, equitable, and accessible for all. Our vision extends beyond mere transactions; we aim to redefine the financial landscape for millions.
We are a dynamic team driven by a collective purpose to confront significant challenges. As we embrace rapid growth, we foster a culture of bold thinking and mutual trust, encouraging innovative ideas and continuous learning.
If you aspire to do more than just fulfill a job role and wish to contribute to something meaningful alongside a talented group, you have found your ideal opportunity.
Your Role and Responsibilities
In your role as Chargeback Manager, you will spearhead the creation and establishment of a new Dispute Resolution Process. Your focus will be on delivering efficient, prompt, and impartial resolutions while minimizing financial risk. Reporting directly to the Complaints Manager, you will be integral in safeguarding customer trust and maintaining our financial integrity.
Lead Dispute Management: Oversee the entire lifecycle of disputes and chargebacks, from initial intake and investigation to evidence gathering, drafting responses, and escalation through both internal and external channels.
Trend Analysis: Conduct in-depth analyses to identify root causes, emerging patterns, and process deficiencies. Leverage insights to implement preventative measures and recovery strategies.
Process Optimization: Standardize workflows, service level agreements (SLAs), and quality checks to boost success rates, decrease manual workload, and enhance response times.
Regulatory Compliance: Remain informed of relevant regulations and industry best practices concerning chargebacks and consumer protection.
Collaboration: Work closely with FinCrime, Customer Support, Legal, and Product teams to mitigate chargebacks and enhance the overall customer experience.
Training & Enablement: Develop playbooks, guidelines, and training materials to enhance the skill level of internal teams in dispute management and prevention.
Tools & Reporting: Utilize and enhance internal tools and reporting mechanisms to track performance, quality, and risk metrics.
Prepare for an environment filled with challenges, collaboration, and the freedom to innovate.
