Chargeback Dispute Specialist

At Wave, we help small businesses thrive so the heart of our communities beats stronger. We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly, and share your knowledge generously.

Here’s How You Make an Impact:

• Owning chargebacks and representing cases end-to-end from informing the merchant, to gathering evidence, and disputing the chargeback through to resolution.
• Acting as the go-to person, coaching and educating small business owners on the dispute lifecycle. Identify proactive opportunities for the business to protect themselves against future disputes.
• Identifying opportunities for policy, procedure, and process improvements within Chargeback Operations.
• Working closely with Risk, Finance, and Product teams to reduce loss to our customers & Wave.
• Developing positive relationships with business owners, vendors, key banking partners, or other financial institutions, ensuring accuracy, efficiency, and a professional experience throughout.
• Understanding the differences between card networks and being comfortable explaining them to customers.
• Juggling multiple priorities, shifting between support activities (like communicating with business owners via email/phone), building chargeback cases from the ground up, assisting with Fraud prevention and reporting, developing informational content for customers to guide them through the chargeback process, addressing accounts receivable, all while meeting operational deadlines.
• Analyzing and understanding insights into cases and interpreting those outcomes into ways to improve chargeback efficiency and reduce collections.

You Thrive Here By Possessing the Following:

• 1–2 years of related work experience.
• Extensive knowledge and experience with e-commerce card payments and ACH payments, ideally both in Canada and the United States.
• Solid experience handling chargebacks and dispute resolution, whether on the merchant or issuer side.
• Good understanding of Payment Card Network chargeback rules and regulations.
• Good understanding of NACHA and Payments Canada rules and regulations.
• Understanding of full credit card chargeback dispute life cycles.
• Excellent customer service, relations, and/or vendor management skills.
• Strong analytical and problem-solving skills.
• Demonstrated leadership skills. A desire to support others with the intent of achieving team goals.
• Ability to effectively manage deadlines in a fast-paced and high-volume environment.
• Experience managing collection and/or credit risk practices.
• Knowledge of fraud and risk best practices or experience working in a fintech company would be an asset.