Chargeback Analyst II

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly. We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans. 42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

Responsibilities

• Work all card brands (Amex/Visa/MC & Discover, Pin Debit) and understand the rules and regulations within each card brand.
• Handle escalated calls and review escalated cases from the Level 1 role.
• Train new team members on daily tasks.
• Work chargeback cases from start to finish, including:
  • Merchant notification of the chargeback.
  • Gathering required information for the dispute category code.
  • Reviewing documentation to make a sound, educated decision.
  • Representing the case to the card brand.
• Communicate the outcome of the case back to the merchant/sales office when necessary.
• Manage relationships with merchants and sales offices by answering incoming emails and calls.
• Educate merchants and sales offices on chargebacks and the rules and regulations of the card brand.
• Monitor escalated cases/calls from Level 1.
• Manage all pre-arbitration/arbitration cases received from Visa, MC, Discover, and Pin Debit.
• Perform daily settlement tasks (incoming/aging/resolution and balancing numbers for the department).

Requirements

• High School diploma/GED and 2 years of experience, or Associate’s degree and 0 years of experience.
• Must be 18 years of age or older.
• Customer service experience.
• Experience with Excel and Word.

Preferred Qualifications

• 2 years in chargebacks or a related field.
• Highly organized and detail-oriented.
• Ability to respond to stressful situations (calls/emails) effectively and maintain professionalism.
• High level of integrity and ability to maintain confidentiality.
• Strong verbal and written communication skills.
• Ability to analyze information and make sound decisions based on card brand rules and regulations.

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• Healthcare (Medical, Dental, Vision).
• Paid Time Off, Volunteer Time Off, and Holidays.
• Employer-Matched Retirement Plan.
• Employee Stock Purchase Plan.
• Short-Term and Long-Term Disability.
• Infertility Treatment, Adoption, and Surrogacy Assistance.
• Tuition Reimbursement.

These benefits are designed to enhance health, protect financial security, and provide peace of mind to our employees and their families.