Chargeback Analyst, Merchant Card Processing

AUTHENTICITY | PASSION | COMMUNITY | INNOVATION | ADVENTURE

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world’s largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The Ikon Pass connects the most iconic mountains across North America, Australia, New Zealand, Japan and Chile, delivering authentic, memorable snow adventures. Alterra Mountain Company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail, and service businesses.

Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

A career with Alterra Mountain Company is more than what you do today; it’s being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.

BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU?

• Free Ikon Base Pass for all eligible employees, with additional free skiing riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents
• Flexible Time Off (FTO) policy for eligible employees to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Brand new Alterra Mountain Company office located in Denver’s RiNo Art District neighborhood

POSITION SUMMARY

The Chargeback Analyst, Merchant Card Processing, is responsible for working closely with the Accounting and resort teams to identify, research, and resolve customer chargeback disputes and to elevate issues to senior management. The Chargeback Analyst plays a critical role and must be highly detail oriented to ensure the dispute representment and documentation to a payment processor is complete and without error. The individual hired for this role is expected to work efficiently to meet goals and to cross-train in other areas of the business. This will allow them to understand the full scope and impact of chargeback fraud.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

ESSENTIAL DUTIES

General Responsibilities

• Respond fully, accurately, and timely to credit card dispute/chargeback requests and fraud alerts by researching and investigating information and taking appropriate actions to remedy.
• Provide investigative support for issues and escalations related to chargeback operations. Build dispute cases to recover funds.
• Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued. Monitor disputed transactions for possible fraudulent activity.
• Establish good working relationships with key stakeholders in Accounting, Treasury, Legal, Sales, and Resort teams. Provide guidance to less experienced associates.
• Handle escalated communications with resorts, cardholders, and acquirers.
• Other duties as assigned

EDUCATION AND EXPERIENCE

• 2 years’ experience in credit card disputes/chargebacks, including CNP (card not present) processing and subscription-based business models. Knowledge of card brand operating rules and regulations and federal and state regulations. Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing.
• Undergraduate degree in accounting or finance is preferred.
• Proficiency with Microsoft Office, including Excel.
• Ability to communicate effectively in writing and verbally across all levels of the organization.
• Ability to manage multiple tasks while working both independently and in a team environment.
• Ability to listen and resolve conflict while maintaining confidentiality. Able to effectively present information to management and acquirers.
• Strong sense of curiosity required. Ability to make independent judgments which have considerable impacts on the organization. Ability to analyze information, think through difficult problems, and make critical decisions based on limited information.

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Alterra Mtn Co Shared Services Inc.’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Denver area base salary range: $57,000 - $85,000 per year

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.

WORKING CONDITIONS

Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.

Hazardous Materials/Noise: The noise level in the work place is usually moderate.

This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Alterra Mtn Co Shared Services Inc. and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety.

This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause.

Employment with Alterra Mtn Co Shared Services Inc. or any of its affiliates is “at will” meaning either party may terminate the employment relationship at any time with or without cause and with or without notice.

This position is located in Colorado, and the work is primarily in Denver, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado.

Alterra Mtn Co Shared Services Inc. and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Alterra Mtn Co Shared Services Inc. and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.