Job Summary:
The Chargeback and Dispute Manager will be responsible for developing, planning and executing fund recovery initiatives for client's in Canada and internationally. As part of the management team, you are the designated person for communicating strategies and implementing compliance and business plans. Must be a relationship builder and feel comfortable dealing one on one with client's. An attractive compensation package is provided including the benefit of mostly working from your homebased office.
Responsibilities:
- Manage all chargeback and dispute cases from initiation through to final resolution.
- Review and analyze chargeback notifications to determine the cause and appropriate response.
- Prepare and submit compelling dispute documentation within required deadlines.
- Coordinate with OTA partners Expedia, Booking.com, Agoda, Priceline, Trip.com etc...to obtain supporting documentation.
- Maintain dispute evidence including reservation records, OTA confirmations, VCC details, folios, invoices and supporting correspondence.
- Monitor chargeback ratios and implement strategies to maintain dispute rates.
- Track and manage OTA-issued VCC re-issue requests and follow-up activities.
- Work directly with merchant processors, acquiring banks and payment platforms regarding dispute management.
- Identify dispute trends and recommend process improvements.
- Develop and maintain chargeback prevention procedures and best practices.
- Ensure compliance with card brand regulations Visa, Mastercard, American Express and Discover.
- Collaborate with accounting and operations teams to reconcile disputed transactions.
- Maintain detailed records of all disputes to senior management.
- Provide weekly and monthly chargeback performance reports.
- Assist underwriting merchant account reviews and processor due diligence requests.
- Monitor processor alerts, reserve requirements and risk related notifications.
- Support audits and compliance reviews related to processing activities.
- Train internal staff on dispute prevention and documentation requirements.
- Assist maintaining relationships with payment processors and banking partners.
- Develop automation and reporting enhancements within the OTA POST platform.
Qualifications and Experience:
- Degree or Diploma.
- Experience working in the Hotel industry, OTA's, Hospitality, and the Tourism and Travel industry.
- 3+ years managing chargebacks, disputes and payment operations.
- Experience with Visa, Mastercard, American Express, Discover dispute programs.
- Familiar with merchant processing platforms Braintree, Stripe, Adyen, Worldpay, Fiserv etc...
- Strong analytical and reconciliation skills.
- Excellent communication, interpersonal and organizational skills.
- Proven ability to work well in a collaborative manner in a team environment.
- Confidence in communicating and influencing decision makers at all levels.
- The ability to develop and deliver compelling presentations.
- We would like to thank all the applicants for their interest, we are only able to contact those individuals whose backgrounds best match the requirements for the role.
Job Type: Permanent
Pay: $75,000.00-$95,000.00 per year
Work Location: Hybrid remote in Mississauga, ON
