Job Description

Department Summary

The Billing and Credit department supports the needs of DISH Wireless subscribers, agents, installers, and external departments by providing upfront analysis for enterprise releases and projects. The department also provides support for back-office operations and processes. The department is comprised of multiple facets with specific focus on targeted operational objectives that include, but are not limited to:

Customer Payments, Refunds, and Chargebacks
Billing Accuracy
Invoice & Usage Accuracy
Customer Fraud
Revenue Assurance
Vendor Relations (ie. CSG, Payment Gateways/Processors, eCom, Crypto, etc)

Job Duties and Responsibilities

We are looking for a detail-oriented and analytical Senior Chargeback Analyst to join our team. The successful candidate will be responsible for maintaining chargeback documentation, charting progress and publishing reporting regarding chargeback metrics & KPI’s, supporting management by attempting root cause analysis for unauthorized deductions, and investigating individual transactions using internal policies and review methodologies to determine if the transactions are fraudulent or not. The ideal candidate will have strong communication skills, the ability to work collaboratively with other team members and external partners, and maintain a strong domain knowledge about chargebacks and fraud.

Key Responsibilities: 

Maintain chargeback documentation in accordance with company policies and procedures
Chart progress and publish reporting regarding chargeback metrics & KPI’s
Support management by attempting root cause analysis for unauthorized deductions
Provide necessary documentation, details, and evidence in a timely manner to ensure all recoverable chargebacks are addressed
Develop chargeback policies and processes to identify and minimize disputes
Lead external communication with issuing partners to ensure all industry regulations are delivered in chargeback responses
Collaborate with other team members to standardize internal dispute responses and share best practices
Investigate individual transactions using internal policies and review methodologies to determine if the transactions are fraudulent or not
Collaborate with internal and external partners to improve our fraud prevention mechanisms, processes and tools

Skills, Experience and Requirements

Required Qualifications/Experience: 

Bachelor's degree in business, finance, or related field
Minimum of 3 to 5 years of experience in a chargeback analyst role
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills
Knowledge of chargeback regulations and industry standards
Proficiency in Microsoft Office, particularly Excel and Word
Experience with chargeback management systems is a plus