Specialist

About the Role

In Platform Solutions (PS), we empower clients with innovative and customer-cantered financial products, combining the strengths of a technology player with those of a large bank. PS is comprised of four main businesses, underpinned by engineering operations, and risk management:

• Transaction Banking: a cash management and payments platform for clients building a corporate treasury system.
• Enterprise Partnerships: consumer financial products that companies embed directly within their ecosystems to better serve their end customers.
• Merchant Point-of-Sale Lending: a platform that provides custom credit financing for home improvement merchants to offer directly to their customers.
• ETF Accelerator: a platform for clients to launch, list and manage exchange-traded funds.

Key Responsibilities

• Determine required actions based on established procedures to protect the Bank’s assets, escalating more complex cases to a supervisor.
• Investigate and initiate chargebacks based on customer concerns, documenting actions taken in a timely and correct manner for audit and compliance.
• Identify fraudulent activities with an eye for detail during investigations.
• Pre-arbitrate disputes that may require additional evidence from the acquirer bank.
• Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request information/documentation.
• Assist in identifying and developing process enhancements to maximize the efficiency of fraud detection activities.

Requirements & Tech Stack

• Knowledge of chargeback reason codes.
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook).
• Strong understanding of the customer service experience.
• Must be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.

Qualifications

• Minimum graduation.
• 1-2 years in disputes and chargeback process.
• Preferred: Bachelor’s Degree.
• Preferred: Fraud experience in a financial services environment.