At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!
Position Overview
You’ll join our Chargeback Investigations team, a front-line financial driver and data integrity gatekeeper for Signifyd. You will play a key role in minimizing losses, maximizing revenue, and mitigating fraud and chargeback risk for our customers.
Using your skills in chargeback data analysis, research, and investigation, you will manage chargeback files and data across multiple payment processors, help recover funds, ensure claims are worked in line with company policies, and support merchants in getting configured and set up for success. This is a hands-on, data-focused role: much of your day will be spent working with chargeback files, understanding where each dispute sits in its lifecycle, and troubleshooting data when things don’t line up. This is a high-impact role that offers tremendous opportunities for growth, learning, and leadership.
What You’ll Do
- Work independently and with your team to help achieve the overall goals of the department.
- Review, validate, and reconcile chargeback files and reports received from multiple payment processors, ensuring every dispute is captured, mapped, and processed accurately.
- Conduct high-quality research and in-depth analysis on credit card chargebacks to investigate for criminal or buyer fraud, with minimal supervision.
- Review and process merchant reimbursement requests in line with Signifyd’s coverage policies.
- Minimize potential losses by making accurate liability determinations on chargeback cases, identifying friendly fraud, and disputing such cases to recover funds and prevent the recurrence of bad buyer behavior.
- Consistently apply Signifyd’s Terms of Service and merchant-specific eligibility rules to ensure accurate claim processing.
- Gather evidence from internal and third-party data sources to prove the validity of transactions.
- Support the onboarding of new merchants by reviewing their policies and ensuring their accounts are correctly configured to receive and process claims.
- Conduct performance reviews of merchant accounts to ensure ongoing compliance with Signifyd’s policies.
- Outreach with customers, banks, processors, and internal and external stakeholders to scale and optimize processes.
- Collaborate in the identification and reporting of issues impacting the department.
- Complete quality assurance and other administrative tasks once upskilled in our processes.
- Work closely with cross-functional teams, including Customer Success, Product, and Finance.
Requirements
- Fluent in Portuguese and English.
- Minimum of 2 years of experience in chargeback analysis, fraud prevention, or payment operations within the North America, EMEA or LatAm payments market.
- Experience working with payment processors in North America, EMEA, or LatAm.
- Knowledge of card network regulations (Visa, Mastercard, American Express, and Discover) for both merchants and consumers.
- Strong problem-solving, change management, and analytical skills.
- High level of computer proficiency across multiple systems; advanced knowledge of G-Suite and strong research skills.
- Highly professional with a willingness to adapt to a constantly changing, customer-focused environment while maintaining strict adherence to Signifyd’s Security and Privacy policies.
- Ability to maintain confidentiality and exercise discretion with sensitive information.
- Advanced Excel skills, including pivot tables, lookups (XLOOKUP/VLOOKUP, INDEX/MATCH), conditional logic, data cleansing, and building or maintaining macros.
- Exceptional attention to detail.
- A team-player mentality and proactive attitude, with the ability to collaborate effectively within a team and independently.
Highly Desired
- Experience in customer service, including direct interaction with merchants and end customers.
- Experience in onboarding merchants and supporting them with configuring and setting up accounts.
- Experience using a variety of payment platforms or processors across (e.g. Shopify, Stripe, PayPal, Adyen, Braintree)
- Knowledge and experience using SQL and designing dashboards in Looker.
- Fluent in Spanish
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We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
