Chargebacks Manager

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role.

The Chargebacks Manager is responsible for leading and managing the chargeback function within the Fraud department, playing a pivotal role in overseeing chargeback and disputes operations, managing internal staff, and coordinating with third party partners to ensure the efficiency and effectiveness of our processes in line with standard industry regulations.

Day-to-day responsibilities.

• Lead and mentor a team of chargebacks analysts, providing guidance, training, and performance evaluations.
• Foster a collaborative and efficient work environment, promoting teamwork and skill development.
• Lead the onboarding process of a third-party partner responsible for chargeback operational activities, ensuring adherence to service level agreements (SLA’s) and quality standards.
• Maintain a collaborative and productive relationship with third party partner, including regular performance evaluations to ensure all tasks are completed to a high standard with attention to detail and consistency.
• Proactively address issues and escalation related to operational support.
• Work closely with the Workforce Management and Marketing/Acquisition team in order to ensure the chargebacks function is well resourced to support incoming volumes.
• Collaborate with internal departments, including Customer Service, Training, QA, Collections, Finance and Compliance towards continuously improving the efficiency and effectiveness of our chargeback processes.
• Review and optimise workflows, processes, and procedures for chargeback resolution.
• Ensure purchase disputes and chargeback cases are handled promptly accurately and in compliance with industry regulations i.e. Section 75 of the Consumer Duty act as well as VISA and Mastercard core rules.
• Stay informed about industry regulations, payment network rules and compliance requirements related to chargebacks.
• Ensure the Chargebacks team maintains comprehensive records of chargeback cases, ensuring proper best in class documentation and reporting.
• Generate regular operational reports on chargeback trends, losses, recoveries and other KPI’s to share with other business stakeholders.
• Collaborate with Product and Engineering team towards process automation and orchestration in order to drive cost effectiveness.
• Keeping up to date with rules and regulations and ensuring that all chargeback related activities adhere to compliance standards.
• Ensuring all tasks completed are to a high standard with attention to detail and consistency.

What we’re looking for...

• Be customer focused and provide excellent support in line with the Zilch brand.
• Have a solid understanding of Visa and Mastercard’s dispute and chargeback resolution rules and processes.
• Strong experience working in a financial institution within the chargebacks and fraud domain.
• Analytical and excited about working with a business that moves at a high pace.
• Proficient use of SQL, Excel and Microsoft Office suite.
• Be able to build and maintain internal & external relationships.
• Be a critical thinker, finding ways to improve and streamline processes.
• Have excellent attention to detail and strong admin abilities.
• Be able to work in a-paced environment.
• Be able to work under pressure.

Benefits.
Compensation & Savings:

• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Physiotherapy.
• Advanced cancer cover.
• Employee…