Chargeback Representative

Kiwibank; Auckland; Hybrid; NZD 60,000 - 75,000; Full time

Job summary

A prominent banking institution is looking for a Chargeback Representative in Auckland, offering a chance to manage payment disputes and enhance customer experiences. You will need strong communication skills, a solid understanding of chargeback policies, and a collaborative spirit. This role supports hybrid work arrangements and emphasizes personal growth and team culture.

Benefits

Wellbeing days

Flexibility and growth opportunities

Challenging and rewarding work

Qualifications

• Contact centre experience is a plus.
• You do not need to tick every box to be considered.

Responsibilities

• Manage processes related to card payment disputes and chargebacks.
• Deliver positive customer interactions through professional communication.
• Investigate disputed transactions and provide appropriate solutions.
• Proactively escalate potential risks and manage customer complaints.
• Support team goals and contribute to a positive culture.
• Identify and implement process enhancements.

Skills

Strong verbal and written communication skills

Understanding of Visa Chargeback Policies

Analytical and decision-making skills

Ability to plan and meet deadlines

Proficiency in Outlook, Excel, Word

Collaborative team player

Tools

Power BI

Job description

Excellent benefits including wellbeing days and more! Join Kiwibank’s Chargebacks team and grow your banking career. Based in Auckland or Hasting with hybrid work arrangements.

This is us. Where making an impact matters.

As a Chargeback Representative, you will take ownership of credit and debit card payment disputes and chargeback processes. In this role you will:

• Manage the processes and customer interactions related to card payment disputes and chargebacks ensuring delivery within SLA and legislative requirements
• Deliver positive customer interactions to internal stakeholders and external customers through professional, accurate, and timely communication
• Investigate and assess disputed transactions, providing appropriate solutions within specified timeframes
• Proactively escalate potential risks and manage any customer complaints and escalations
• Support your team by sharing knowledge, contributing to team goals and strategy, and fostering a positive team culture
• Champion continuous improvement by identifying and implementing process enhancements that benefit customers and the business

This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

• Confident communicator with strong verbal and written skills; contact centre experience is a plus
• Solid understanding of Visa Chargeback Policies or prior experience in chargeback processing
• Strong analytical and decision-making skills to assess disputes and determine appropriate outcomes
• Ability to plan, prioritise, and meet deadlines while managing customer expectations
• Proficiency in Outlook, Excel, Word; familiarity with Power BI is advantageous
• A collaborative team player who contributes to a safe and supportive work environment

You do not need to tick every box here to be considered! Apply Now – applications close on Thursday 9 October. We will be reviewing resumes throughout the advertising period and reserve the right to withdraw the ad at any time.

This is us. Where you and your whānau matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.