Chargeback Resolution Expert

Openkrill; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Wave is seeking a Chargeback Dispute Specialist in the United States to own chargebacks end-to-end, from informing the merchant to gathering evidence and disputing the chargeback through to resolution.

You will educate small business owners on the dispute lifecycle, identify opportunities to improve policies and processes, and work with Risk, Finance, and Product teams to minimize losses while ensuring a smooth payment experience.

Qualifications

• 1-2 years of related work experience.
• Extensive knowledge of e-commerce card payments and ACH in US & Canada.
• Experience handling chargebacks and disputes.
• Strong understanding of card network rules and NACHA/Payments Canada regulations.

Responsibilities

• Own chargebacks and cases end-to-end from informing the merchant to resolution.
• Inform merchants, gather evidence, and dispute the chargeback through to resolution.
• Coach merchants on the dispute lifecycle and identify proactive protections.
• Identify opportunities to improve policies, procedures, and processes in Chargeback Operations.
• Collaborate with Risk, Finance, and Product teams to reduce loss.
• Explain card network differences to customers clearly.
• Juggle multiple priorities, manage deadlines in a high-volume environment.
• Assist with Fraud prevention and reporting, and develop customer guidance content.

Skills

Chargebacks

Dispute resolution

Customer service

Analytical skills

Fraud/risk knowledge

Job description

Wave is seeking a Chargeback Dispute Specialist in the United States to own chargebacks end-to-end, from informing the merchant to gathering evidence and disputing the chargeback through to resolution.

You will educate small business owners on the dispute lifecycle, identify opportunities to improve policies and processes, and work with Risk, Finance, and Product teams to minimize losses while ensuring a smooth payment experience.