Chargeback Resolution Specialist

Lever, Inc.; California (MO); Hybrid; USD 49,000 - 73,000; Full time

Job summary

Wave is seeking a Chargeback Dispute Specialist to advance chargeback resolution by examining transactions, gathering evidence, and communicating with merchants. You will ensure card network rules are followed, protect financial integrity, and contribute to a seamless payment experience.

You will own end-to-end chargebacks, educate small business owners on the process, and collaborate with Risk, Finance, and Product to minimize losses.

Qualifications

• 1-2 years of related work experience.
• Extensive knowledge of e-commerce card payments and ACH payments, ideally both in Canada and the United States.
• Experience handling chargebacks and dispute resolution on merchant or issuer side.
• Understanding of Payment Card Network chargeback rules and NACHA/Payments Canada rules.
• Understanding of full credit card chargeback dispute life cycles.
• Excellent customer service and vendor management skills.
• Strong analytical and problem-solving skills.
• Leadership experience to support team goals.

Responsibilities

• Own chargebacks end-to-end from informing the merchant to resolution.
• Coach and educate small business owners on the dispute lifecycle.
• Identify opportunities to improve policies, procedures, and processes in Chargeback Operations.
• Work with Risk, Finance, and Product to reduce loss for customers and Wave.
• Build relationships with merchants and banking partners, ensuring accuracy and efficiency.
• Explain card network differences to customers.
• Manage multiple priorities: emails, calls, case building, fraud prevention, and content creation for customers.
• Analyze case insights to improve chargeback efficiency and reduce collections.

Skills

Chargeback experience

Dispute resolution

Customer service

Analytical skills

Leadership

Deadline management

Fraud risk knowledge

Job description

Wave is seeking a Chargeback Dispute Specialist to advance chargeback resolution by examining transactions, gathering evidence, and communicating with merchants. You will ensure card network rules are followed, protect financial integrity, and contribute to a seamless payment experience.

You will own end-to-end chargebacks, educate small business owners on the process, and collaborate with Risk, Finance, and Product to minimize losses.