Bilingual Chargeback Specialist (English/French)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Bilingual Chargeback Specialist is a business-essential role that is responsible for research and resolution of customer chargebacks.  Requires bilingual fluency in French and English, detailed transaction research, analytical skills and documentation of actions taken including phone calls with merchant and others as appropriate.  Applies card industry regulations and practices in resolving disputes according to established productivity and service quality standards. Communicates with internal and external resources including but not limited to management, account managers, portfolio companies, clients, and acquiring bank, verbally and in writing. Resolves escalated and non-escalated investigations within required timeframes. Uses multiple applications to log all activities.
 

Primary Responsibilities:

• Research chargeback disputes and build cases to recover funds for merchants.

• Validate data from other sources and ensure an appropriate course of action is being pursued.

• Do the above with a love for both speed and accuracy.

• Monitor and report transactions for fraudulent activity.

• Pull and load data from disparate sources.

• Ability to take initiative and develop approaches for solutions.

• Partner with clients to effectively resolve issues through phone (primary channel), email and ticketing system.

• Answer questions and help both Portfolio company support, and clients navigate through the chargeback process.

• Provide support & guidance to support teams across Fullsteam customer base that use our tools.

• Communicate thoughtful, customized solutions that help clients.

• Collaborate with internal teams and portfolio company support teams to identify opportunities to reduce chargebacks.

• Show composure, resilience and flexibility as customer needs evolve and ticket volume changes.

• Utilize the internet and multiple research tools when necessary.

• Use multiple systems, applications, and procedures to accurately resolve chargeback issues.

• Communicate verbally and in writing with portfolio companies, clients, and acquiring bank to research and dispute issues.

• Resolve escalated issues within published timeframes.

• Enhance organizational reputation by meeting or exceeding published service quality metrics.

• Cross train to support other functions within the department as business needs require.

• Perform other duties as assigned.

Primary Qualifications:

• Bilingual in French and English.

• Sound judgment, strong problem solving and analytical skills.

• Solid organizational and time management skills.

• Must have good Microsoft office skills with a working knowledge of Word and excel.

• Ability to analyze information, think through difficult problems, and make critical decisions based on limited information.

• Ability to work quickly and accurately.

• Excellent communication skills, both written and verbal.

• Communicate effectively with customers to identify needs and provide solutions.

• Detail oriented and results driven.

• Experience in chargebacks or in the payments industry preferred.

• High motivation and attention to detail.

• Efficiency and attention to take ownership of actions and initiative.

• Ability to learn quickly and to work both independently and as part of a team toward the achievement of client and team goals.

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
•  Medical
•  Extended Health and LTD plan
•  Dental
•  Vision
•  RRSP (with employer match)
•  Health Spending Account
•  Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.