Shopee
Chargeback Operations Analyst
직무운영
경력중급
위치Manila, Philippines
근무오피스 출근
고용Experienced (Individual Contributor)
게시오늘
포지션 소개
The Chargeback Operations Analyst is responsible for managing chargeback and card dispute operations across payment channels. This role serves as the primary point of contact for chargeback-related matters, ensuring timely case handling, effective stakeholder coordination, accurate reporting, and continuous process improvements to minimize losses and maintain operational efficiency.
Responsibilities
Chargeback Operations
- Manage end-to-end chargeback and card dispute processing.
- Review and submit dispute responses and supporting documents within required timelines.
- Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
- Monitor chargeback queues to ensure SLA compliance and timely resolution.
Stakeholder Management
- Serve as the main point of contact for chargeback-related concerns.
- Collaborate with Customer Service, Risk, Fraud, Finance, and Business teams to resolve issues and drive improvements.
- Support discussions and operational reviews with banks, acquirers, and payment partners.
Reporting & Analysis
- Monitor chargeback performance and key operational metrics.
- Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
- Provide recommendations to reduce chargeback losses and improve dispute recovery rates.
Process Improvement
- Identify and implement process improvements to enhance operational efficiency and dispute handling.
- Develop and maintain operational procedures and documentation.
- Support testing and implementation of new chargeback and payment-related initiatives.
Requirements
Required
- Bachelor's degree in Business, Finance, Economics, or a related field.
- 3–5 years of experience in payment operations, chargebacks, card disputes, or related functions.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred
- Experience working with banks, payment partners, or card payment operations.
- Familiarity with credit card disputes, transaction investigations, or fraud operations.
- Experience in e-commerce, fintech, or financial services.
