Chargeback Specialist

About the role

Our Payments Risk Management Team is seeking a highly motivated and detail-oriented entry-level Chargeback Specialist to join our growing team. In this role, you will play a critical part in protecting company revenue, managing customer disputes, and ensuring a smooth experience for our merchants. This is a hybrid position (remote/in-office) reporting to the Payments Risk Manager, based out of our Lehi, UT HQ.

Responsibilities

• Guided Dispute Resolution: Manage a small, guided caseload, ensuring timely updates and clear communication to merchants for all assigned cases.
• Evidence Collection: Gather evidence and submit responses using established checklists and workflows, focusing strictly on adhering to network regulations.
• Process Management: Own the timely submission of responses to maximize the success rate of assigned disputes.
• Outcome Communication: Clearly communicate both positive and negative dispute outcomes to merchants to maintain transparency and trust.
• Funds Oversight: Oversee the collection and return of disputed funds while maintaining accurate financial records.
• Fraud Monitoring Support: Assist in the proactive monitoring of chargeback volumes to learn how to identify potential fraud trends under senior guidance.

Qualifications

• Exceptional Organization: The ability to prioritize tasks and handle multiple disputes simultaneously with meticulous organization.
• Unwavering Attention to Detail: A keen eye for detail to ensure all case reviews and evidence submissions are error‑free.
• Strong Communication: Professional written and verbal skills to de‑escalate situations with upset merchants and explain complex topics simply.
• Analytical Mindset: A proven ability to investigate information and formulate effective solutions to problems.
• Eagerness to Learn: A self‑motivated desire to learn major card network regulations (Visa, Mastercard, Discover, Amex) and industry best practices.
• Salesforce Knowledge: Background with the platform known as Salesforce; able to create cases and manage them.

Schedule

Hybrid position (remote/in‑office) based out of Lehi, UT HQ.