Chargeback Gurus
Website:
chargebackgurus.com
Job details:
Position Summary: The Manager/Senior Manager of Prevention Alerts and Follow-ups drives operational excellence across processes, playing a critical role in designing programs that enhance the client experience while supporting accelerated business growth with 15+ years of experience. They are a flexible and resourceful problem-solver, self-motivated, and adept at collaborating with all departments within the organization. In their day-to-day responsibilities, they provide guidance and support to a team operating in a dynamic environment focused on delivering an exceptional client experience, requiring exceptional judgment and the ability to manage multiple priorities with excellence.
About the Alerts and Follow-Up Division: The Alerts team operates 24/7, managing Prevention Alerts triggered the moment a chargeback is raised by the bank. These alerts must be actioned within 24-48 hours. The team processes refunds and updates the client's CRM, working closely with Visa, Mastercard, and Issuing Banks for immediate case resolution. They analyze, review, and process refunds through the client's CRM, payment gateway, and processor.
Alerts Team Specific Tasks:
- Oversee and meticulously reconcile the workflow of Prevention Alerts, Order Intelligence (OI), and Rapid Dispute Resolution (RDR) within provider systems.
- Manage the 24/7 Alerts and Follow-Up processing team, ensuring prevention alerts are processed within 24 hours per Visa/Mastercard guidelines.
- Drive overall team productivity and efficiency, maintaining a proactive approach to handling Prevention Alerts.
- Delegate daily alerts tasks with precision, ensuring seamless task distribution among team members.
- Process all prevention alerts and issue refunds to customers within the 24-48-hour window.
- Track alerts performance for all clients and monitor chargeback trends to reduce revenue loss.
- Constantly review and monitor MID health for any risk indicators.
- Track SAFE and TC40 fraud reports, taking necessary actions and reporting back to merchants based on fraud indicators.
- Work closely with operations and clients to tweak prevention alerts rulesets for effective refunds.
- Evaluate the optimum refund strategy based on analytics.
- Review reason codes and update clients on trends.
- Review the applicability of the right product fitment for clients with high alerts exposure.
- Access CRMs, Payment gateways, Processors, and other financial portals to review cases and issue refunds.
- Work directly with clients, Issuing Banks in the US, Card networks (Visa/Mastercard), and payment processors for timely refunds.
- Innovatively identify precise solutions for Customer Service Management (CSM) queries.
- Work closely with clients and Customer Success teams in the U.S. to review business needs, ensuring client expectations are met and SLA adherence.
- Adhere promptly to client requests within the sophisticated ticketing system.
- Strategically analyze Weekly, Bi-weekly, and Monthly reports to interpret and respond effectively to alert volumes.
- Diligently monitor and analyze daily alert volumes of top clients.
- Conduct thorough reviews of weekly quality reports, inspiring the team to achieve consistently effective outcomes.
- Craft detailed Bi-weekly Alerts Billing reports for alert clients, showcasing a commitment to transparent and comprehensive reporting.
- Maintain meticulously updated records of clients' MID'S, Descriptors, and Alerts credits.
- Facilitate clients' understanding of our system through engaging demos on CBG’s platform during client onboarding.
- Initiate the client off-boarding process.
- Develop work procedures for the Alerts & Follow-Up team, assisting in overseeing the performance and budgeting for operational works of these divisions.
- Develop reward plans and KPIs for the Alerts & Follow-Up team, lead performance diagnostics of the team, conduct performance reviews on subordinates, and submit for review.
- Establish effective connections with payment processors to swiftly address chargeback dispute queries.
Follow-Ups Team:
- Ensure the follow-up team consistently updates case statuses within precise timelines.
- Ensure that the team regularly calls the payment processor to ascertain the accurate status for cases processed.
- Contact issuer banks to ensure the legitimacy of the provided status and review cases marked incorrectly.
- Ensure accurate case status documentation and reporting to clients appropriately.
- Ensure teams have access to multiple processors and issuing banks.
- Ensure all pending cases are covered appropriately and in a timely manner to avoid delays in reporting and billing.
- Work closely with the development and engineering team to review automation possibilities and automate as needed.
- Review and check automated processes to ensure nothing is missed out.
- Transfer valuable knowledge of process changes to the follow-up team, maintaining vigilance over and understanding periodic alterations in Visa, Mastercard, Discover, Amex, and Chase guidelines.
Operations Management:
- Work in the Business Operations team to service top US clients, preventing chargebacks through the prevention alerts process.
- Manage the Order Intelligence product and suite of clients, including Rapid Dispute Resolution (RDR) clients and clients requiring “Compelling Evidence 3.0” interventions.
- Provide leadership to the Prevention Alerts Department, aligning the team as strategic business partners to understand business goals, issues, and needs, and proactively identify and resolve opportunities impacting team and individual performance.
- Manage the overall lifecycle of projects, ensuring teams meet deadlines, use resources effectively, and adhere to compliance measures.
- Oversee regular activities of quality control processes, ensuring quality, delivery of work, and adherence to compliance measures.
- Provide project management oversight during new implementations to ensure client requirements are understood.
- Overall responsibility for the production processing within the department, overseeing, directing, and mentoring subordinate staff.
- Develop and manage tracking systems for analyzing production rates and product quality.
- Coordinate staff to maximize efficiency, create schedules, manage labor costs, give instructions, and prioritize based on volume and deadlines.
- Manage staffing levels to ensure adequate resources for efficient production.
- Present production information to leadership, including suggestions for improvement and strategies for implementation.
- Contribute to the hiring process and make recommendations for capable candidates.
Employee / Team Development:
- Lead and manage a team of AMs/ Supervisors/Team Leads/SMEs/Analysts.
- Provide a full range of staff management duties, including time tracking, employee relations, scheduling, performance management, and development planning.
- Collaborate with various stakeholders to develop strategy, best practices, and standard operating procedures.
- Direct the work of the staff, ensuring efficiency through effective resource utilization.
- Ensure team members' performance/scorecard is published monthly, and performance issues are tracked in EWS.
Service Delivery:
- Oversee the Prevention Alerts and Follow-up Team BU, acting as the point of contact for new and high-level clients/projects.
- Serve as an escalated point of contact for operational concerns and issue resolution.
- Manage workflow to address production schedules, staffing needs, quality, and technology.
- Create Client Service SLA Reports and actively participate in client meetings to ensure client SLAs are met or exceeded.
Solutions, Implementation & Business Development:
- Analyze & interpret complex client data in multiple platforms and craft innovative solutions.
- Design and propose solutions based on client feedback, data analysis, and due diligence.
- Participate in the development of IT solution plans, review business process mapping, analyses, and system changes.
- Ensure necessary infrastructure is available for new implementations.
- Serve as an operational point of contact and escalation throughout the client implementation life cycle.
- Define project scope, develop and manage project plans, determine necessary resources, and establish project timelines.
- Support the Business Development team by contributing to the proposal process through solutions development.
Strategic Leadership and Business Alignment:
- Develop and set objectives, including key results for the department in alignment with organizational objectives.
- Build and lead the department through effective business strategies, processes, and interventions.
- Foster collaborative relationships across functional group leadership to ensure an integrated approach to providing services.
- Establish mechanisms to maximize on-demand and automation platforms.
- Continually utilize metrics to assess the operational effectiveness of production staff, introducing innovations to change paradigms that are ineffective.
Team Motivation and Performance:
- Direct the team by motivating them to achieve the objective of the business.
- Ensure all products and services delivered by the team meet or exceed the standards set by program leadership.
- Evaluate team member performance by KPI and provide effective feedback monthly.
- Identify achievements of team members and nominate them for reward programs.
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