Strategic Risk Services Team Leader

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire customer journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management.  Accertify helps maximize revenues and user experience while minimizing loss and customer friction.  We offer ultra-fast decision-making and precise control, ensuring our customers are always confidently in the driver’s seat and ready to #MoveAtTheSpeedOfRight.

Be in the driver’s seat of your career as a Strategic Risk Services Team Leader with the industry leader- and build a career you can trust.

The Strategic Risk Services Team Leader will utilize their leadership expertise to manage the operations team across various clients. The goal is to keep the team running efficiently and effectively, increase customer satisfaction, and meet expectations/Targets.

Responsibilities:

• Responsible for leading a team of Chargeback analysts handling multiple merchant products
• Manage E2E Chargeback Operations
• Create and maintain the schedule for the chargeback team
• Build/assist with Analyst productivity reports to ensure optimized headcount capacity
• Provide value-added service to our customer base and simultaneously achieve high levels of employee engagement while minimizing chargeback losses.
• Conduct regular meetings with all team members and monthly/weekly one-on-one coaching and feedback sessions.
• Ensure monthly Service Level Agreements (SLAs) and daily service levels are met.
• Regularly review and implement process improvements to minimize costs and maximize productivity.
• Strong overall knowledge of the Chargeback cycle.
• Monitor, evaluate, investigate, and respond to disputes received by various clients.
• Ensure Quality Assurance for both our clients and the internal chargeback team
• Provide a high standard of professional service while maintaining or exceeding the established standards for chargeback productivity and quality work with peers and leadership by communicating chargeback anomalies and fraud trends and sharing ideas of Innovation.
• Interact and communicate with our clients on Performance reporting.
• Ability to resolve complex issues with little supervision.

Qualifications:

• Bachelor’s Degree with five years of overall experience
• Substantial People Leadership experience preferred
• 2 years of related experience with Chargeback or Fraud processing
• Understanding of Chargeback cycle and algorithms
• Strong people leadership ability and professionalism
• Good negotiation skills and ability to manage a production team
• Should be comfortable with rotational shiftwork to meet business requirements
• Excellent communication, problem-solving & analytical skills
• Flexible approach to work hours and processes and should be a dynamic agent
• Excellent time management and decision-making skills while effectively handling high volume situations with little management over-site
• Abide strictly by the company’s data protection policies
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Experience of Imports & Uploads or Client Data management or equivalent

Preferred Qualifications:

• Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook
• Strong customer service, analytical, and decision-making skills

Additional Details:

• Training and schedules will be determined based on client needs.
• For the first three months, each workday will be entirely onsite in the office, with the position becoming hybrid (4 days in the office, one day work from home) following the 3-month point. Accertify reserves the right to convert any positions to fully in-office. Additional work-from-office days may be required throughout the year based on client/department needs.