Chargeback Specialist
Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.
We believe that music makes the world a better place, which is why our mission is to make the world more musical. Sales on Reverb help support Reverb Gives , which provides youth music education programs across the world with instruments they need to make music.
Job Description
Reverb is looking for a meticulous Chargeback Specialist to support our mission of keeping Reverb's marketplace the safest and most secure destination to buy, sell, and discover gear from across the globe!
As a Chargeback Specialist, you will play a critical role in researching and processing disputed transactions to help mitigate financial loss. As a person motivated by curiosity, you will be accountable for handling several aspects of the chargeback dispute resolution process while ensuring compliance with all card scheme rules. The ideal candidate will have the ability to analyze chargeback details and maintain accurate, complete documentation of every phase of the process.
This full-time role reports to the Fraud Prevention Manager and is based in Chicago, IL.
About the Role
- Ensure record keeping is accurate and updated.
- Record chargeback details and correspond with customers to resolve chargeback disputes.
- Capture relevant data from internal and third-party systems to substantiate transaction validity.
- Research and prepare accurate dispute documentation while staying up-to-date on card scheme rules.
- Respond to credit card chargeback disputes and Affirm disputes while meeting rep-resentment deadlines.
- Examine account behavior to identify fraudulent activity (e.g. account takeover, seller fraud, collusion).
- Investigate account patterns in Sift to flag fraudulent accounts.
- Handle inquiries and requests in all communication channels.
- Send and respond to customer Zendesk tickets related to payments and risk.
- Handle additional administrative tasks that support the Fraud Prevention team.
Qualifications
- Experience working in the e-commerce or payments industry is preferred.
- Experience in chargeback dispute resolution from a merchant perspective is a plus.
- Knowledge of third-party tools and systems (e.g. Sift and Adyen).
- Experience in a solution-oriented customer service role.
- Comfort using spreadsheet software (e.g. Google Sheets, Excel, Microsoft Office).
- Ability to learn new programs, type quickly and generally multitask on a computer.
Additional Information
Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:
- 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)
- Life, AD&D, and supplemental long-and short-term disability insurance
- A matching 401(k)
- A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays.
- 18 weeks of gender-neutral parental leave for the birth or adoption of a child
- Up to $7,500 reimbursement of adoption-related expenses
- Paid sabbatical program
- Ways to give back to your community through a charitable contribution match and volunteer time off
At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!
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