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Dispute and Risk Officer

2 weeks ago

Fortitude Valley, Queensland, Australia Ezidebit Full time $60,000 - $120,000 per year

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

ABOUT GLOBAL PAYMENTS

Whether you're a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we're Already on it That's why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.

Through local expertise and global scale, at Global Payments we deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity.

Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity.

As pioneers within the Australia and New Zealand payments landscape, Eway is a leading business-to-business ecommerce provider and Ezidebit a digital recurring business-to-consumer payments processing platform.

ABOUT THE ROLE

The Payment Disputes and Risk officer will join the Global Payments Risk Team to support the management of day to day transaction dispute related administrative tasks and provide a high level of customer service in response to payment dispute related inquiries from Merchants, Payment Facilitators, and other financial institutions.

As part of the cross-skilled and collaborative Risk Team, they are also responsible for daily merchant transaction and activity monitoring, to identify and address any instances of unusual or suspicious activity. The candidate will utilize processes, procedures and company policy, as well as intuition, to assess transaction or activity alerts and make sound decisions.

KEY RESPONSIBILITIES:

  • Handle the administration of Chargeback and Direct Debit Claim management 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 Global Payments guidelines and policies;
  • Contribute to the continuous improvement of team processes and procedures through the sharing of ideas, feedback and innovative suggestions
  • Provide recommendations 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;
  • Other duties as reasonably requested by Global Payments.
SALARY
  • The salary range for this role is $85,000 to 92,000 plus superannuation.

ABOUT YOU

We're looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates, partners and stands with us.

  • Prior experience in and knowledge of the payments industry or related experience within applied payment dispute management.
  • Excellent written and verbal communication skills, with the ability to engage a wide range of stakeholders.
  • Strong attention to detail and analytical skills.
  • Capability to collaborate, exchange information, and gain mutual support in a small team environment and with internal partners
  • Experience in following defined processes to meet various SLAs, as well as understanding their importance and the drivers behind them.
  • Excellent data gathering skills and resourcefulness, including the ability to perform basic data manipulation.
  • Experienced in problem solving, including the ability to recognize non-obvious patterns and out-of-the-box thinking.
  • Ability to work independently in a fast-paced and rapidly changing environment.
  • Ability to develop a good understanding of different business models, products, services, types of customers, geographic locations, and the potential risks associated with those activities with relation to payments.
  • Ability to work autonomously

OUR BENEFITS

Join a leading global technology brand that offers benefits you'll actually value, including:

  • Flexible work arrangements that support your unique need;
  • 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer's leave;
  • Women in Digital membership, granting you access to a host of member industry events and resources;
  • Additional birthday, community giving, wellness and study leave;
  • Our free and confidential Employee Assistance Program counselling service and wellbeing resources;
  • A jam-packed calendar of cultural celebrations and social activities;
  • Global career and professional development opportunities;
  • Salary sacrifice and an Employee Stock Purchase Plan.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact