Chargeback Team Lead

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Requirements:

• 5+ years of experience in chargeback processing, fraud detection, or dispute resolution, preferably in gaming or financial services.
• At least 1 year of management experience, supervising a team and managing attendance and performance.
• Proven ability to onboard and train staff effectively.
• Skilled in preparing and presenting detailed reports on chargeback trends.
• Familiarity with industry regulations and Visa/MasterCard rules.
• Strong analytical skills for identifying trends and ensuring accuracy.
• Excellent organizational skills with the ability to prioritize tasks effectively.
• Strong verbal and written communication skills.
• Quick analytical skills for developing solutions to chargeback issues.
• Willingness to stay updated on industry trends.
• Familiarity with chargeback management tools and reporting software.
• Ability to work collaboratively with cross-functional teams.

Responsibilities:

• Oversee and monitor attendance and punctuality of Chargeback Analysts.
• Manage CHB and Ethoca alerts for customer service and internal escalations.
• Lead recruitment and provide comprehensive training for new analysts.
• Coach and mentor team members to achieve KPI goals.
• Develop and manage the monthly team schedule.
• Prepare detailed chargeback reports for management.
• Stay informed about industry developments and ensure compliance.
• Perform additional duties as assigned.