The Role In Summary
We are looking for curious people with an investigative nature, someone with an eye for detail and a nose for something that needs further research. Familiar with our industry and chargeback disputes, you will have a deep experience in all things related to Mastercard chargebacks from the issuer side. Someone who has an eye for details and would be able to support the team in the development of a strategic procedure to optimise the chargeback process. The specialist should be able handle payment-ops-related matters also such as troubleshooting bank transfers and card payments issues, working as part of a team.
In return, we offer a close-knit family feel environment, where we work together collaboratively in the interests of the business and our aims and goals. As a scale up business, it’s an exciting ever-changing environment perfect for an ambitious person looking to develop and grow in a diverse and inclusive environment.
What we need from you;
- To have a minimum 2-5 years of experience in working with investigating and raising chargebacks with deep knowledge of Mastercard’s chargeback (issuing) system.
- Be able to support the leadership in providing training and support in handling complex issues.
- Offer strong analytical skills to get to the bottom of a payment or chargeback-related matter.
- To be able to prepare comprehensive responses to chargeback claims, providing clear and compelling evidence to support the company's position.
- Have excellent interpersonal and communication skills (both written and spoken)
- It would be of great advantage if you have worked with payment-related queries like transfer traces, recalls, and resolving other payment-related issues with other financial institutions.
- You must be able to show an interest and be up to date in relevant regulations, guidelines and industry standards related to dispute management and chargeback processing.
Day to day overview;
- Review disputed transaction, often initiated by customers, to identify the root cause of the dispute;
- Research, process and resolve chargeback requests or transaction queries by following the card providers guidelines and wider industry regulations;
- Interpret Mastercard rules to prevent customer and department losses;
- Escalate cases to pre-arbitration where appropriate;
- Ensure accurate records of dispute cases, including transaction details, correspondence and evidence collected during the investigation;
- Investigate and resolve payment-related issues escalated by our Customer Services team;
- Support in the production of process documentation and workflows;
- Be comfortable operating with work queues, able to priortise and work to both internal and external deadlines;
- Take ownership of cases with end to end case management and one call resolution;
- Support the ongoing development of the department by identifying opportunities for streamlining and automation of processes;
- Be flexible and able to move between workstreams to meet service requirements;
- Operating as part of a team to ensure the correct execution of the entire chargeback cycle.
What’s in it for you?
- Competitive basic salary
- Holidays – 25 days from start, increasing with every complete year to reach max of 30 (+ Bank Holidays)
- Contractual Hours – weekdays only, no weekends/evenings
- Healthcare Cash Plan
- Perkbox, with gifted Flexi-Points every month
- Life Assurance
- Salary Exchange Pension Scheme
- Company Sick Pay
- Employee Assistance Programme
- Enhanced family policies
- Additional paid time off; Moving Days and Sabbaticals
- Flexible working arrangements
Founded in 2014, Pockit offers digital accounts via a mobile app, with the ambition to “build a better banking alternative for customers left behind by high-street banks”. Our app enables users to store and spend money through a prepaid card, manage their finances and send money in the UK and abroad.
Already serving over 900,000 customers throughout the UK, Pockit's no-fuss current account offers everything you’d expect from a bank, like contactless Mastercard®, domestic and international transfers, direct debits, ability to pay in with cash at “virtual” branches, and lots more.
Pockit helps to change a person’s relationship with their money for the better. Whether it’s by making shopping easy, rewarding and stress free with Apple and Google Pay support, 1% cashback and automatic purchase protection or by helping people be paid early so they can stay in black at the end of the month. What’s more, Pockit helps you build for the future by making credit building easy.
About Us
We're a lively, diverse and international team, based across offices in London, Newcastle and remote teams in central Europe. You'll be joining a team that fosters curiosity, ambition, accountability, and resilience and we know you'll be made to feel at home straight away. Due to the expertise we need in this role, we are willing to consider applications from candidates who would work fully remote, and perhaps meet colleagues in person in office locations on an adhoc basis.
