Transaction Dispute Resolutions Expert

2 weeks ago

Brisbane, Queensland, Australia beBeeRisk Full time $87,000 - $92,000
Dispute Resolution Specialist

This role is focused on supporting the management of day-to-day transaction dispute related administrative tasks. The ideal candidate will provide a high level of customer service in response to payment dispute related inquiries from various stakeholders.

As part of the cross-skilled and collaborative Risk Team, this specialist is also responsible for daily merchant transaction and activity monitoring, to identify and address any instances of unusual or suspicious activity.

Key Responsibilities
  • Manage Chargeback and Direct Debit Claim administration according to internal policies and Scheme standards.
  • Respond to enquiries from clients seeking assistance or support regarding chargebacks or claims in a prompt, professional and efficient manner.
  • Meet deadlines to respond to payment schemes in order to increase recovery ratios and minimise losses.
  • Review and analyse transactional activity through transaction monitoring systems within payment platforms and action alerts, or flag for escalation where needed.
  • Contribute to the general running of the Department, which may include monitoring, periodic merchant activity reviews, requesting information from merchants.
  • Provide assistance to internal stakeholders with enquiries relating to transaction disputes, or the prevention of payment fraud.
  • Assess risk, acceptability, and compliance of merchant activity against established guidelines and policies.
  • Contribute to the continuous improvement of team processes and procedures through the sharing of ideas, feedback and innovative suggestions.
  • Recommend solutions to management in the event of escalated approval requirements.
  • Initiate consistent merchant communication and follow-through of risk investigations where required.
  • Resolve merchant issues by exercising discretion and independent judgement in making decisions.
  • Liaise with key business partners including banking partners and nominated clients.
About You

We are looking for a skilled and experienced professional who can bring their expertise to this challenging role. A strong attention to detail, excellent written and verbal communication skills, and ability to work collaboratively are essential qualities for success.

  • Prior experience in payments industry or related field with knowledge of dispute management.
  • Strong analytical skills and ability to perform data manipulation.
  • Ability to work independently in a fast-paced environment.
  • Capacity to develop a good understanding of different business models, products, services, types of customers, geographic locations, and potential risks associated with those activities with relation to payments.

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