Chargeback Specialist

About railsr

Railsr is the world’s leading embedded finance experience platform that enables any business to prototype, build and scale financial products. Our vision is to make finance an amazing experience, everywhere in the world, with any brand.  With hundreds of clients globally and end-users in the multi millions, Railsr has the most globally-enabled, digitally-native product in the FinTech platform space. 

Following a successful acquisition led by D Squared Capital, Railsr is committed to developing its product capabilities and consolidating our customer base. It’s an exciting time and the potential for any brand to use Railsr to power and deliver their customers’ financial experiences is enormous.

The Opportunity

This position is remote within the Chargeback Team and will report directly to the Customer Service Manager. The Chargeback team is responsible for analysing and processing vendor and customer disputes as well as the multiple administrative functions which serve to ensure we successfully manage our customers dispute process whilst adhering to scheme and regulatory requirements.

Responsibilities:

• Creating and maintaining Mastercard Chargebacks and Visa Disputes via Mastercard Connect and Visa Resolve Online portals in line with scheme timeframes, regulations and requirements. 
• Liaise with customers (clients), processors, acquirers and scheme representatives to find or facilitate the best resolution for the customer.
• Entry and maintenance of chargebacks and disputes into the prevailing trackers.

• Ensure excellent record keeping to monitor outcomes via scheme portals and processing platforms.
• Provide onboarding support to new customers to ensure they are fully trained to comply with our processes and procedures.

• Offer training and support to existing customers to ensure they benefit from our analytical skills and dispute knowledge.

• Registering incoming requests via our portal and prioritising urgent or time sensitive cases.
• Work accurately and efficiently, contributing to the Dept SLA targets

• To assist in the continual review and improvement of the processes and procedures within the area

• To undertake any clerical and administrative tasks required within the wider Card Administration network. 
  

Your Profile

Attitude & Behaviours

• Excellent communication skills both written and verbal
• Experience of providing outstanding customer service
• Extremely well organised and able to prioritise a large and varied workload
• A confident and articulate telephone manner with an ability to adapt interpersonal styles dependent upon the audience

• A strong working knowledge of Google packages - Gmail, Google Docs and Sheets
• A positive outlook with an ability to prove to be a committed, punctual and reliable

member of the team

Skills & Experience

• Primarily, you will need excellent communication skills (across all media) and possess the ability to ‘get things done’ in a flexible dynamic organisation

• Demonstrate at least 1-2 years experience processing chargebacks on the Mastercard and Visa scheme

• 2 years minimum experience in an administrative role handling a large variation of tasks and including excellent customer service provision

• Knowledge of the Card Payments Industry is a bonus
• Experience of producing high volume, accurate work with impeccable attention to detail

What we can offer you:

• Purpose - Help make amazing embedded finance experiences accessible to everyone and transform global financial services.
• Career - Build your career in an innovative, adventurous and inclusive environment where everyone has the opportunity to make a difference and develop their skills.
• Reward - Competitive remuneration package with generous benefits and the potential to be rewarded with equity.
• People - Work with talented, passionate and supportive people from all over the world in a flexible, hybrid environment with trust and mutual respect at its heart.

Our Values

The environment at Railsr is fast-paced, exciting, and dynamic, underpinned by a clear set of values that drive a healthy and successful culture. 

• Ambition - for our company, colleagues and ourselves and the freedom and expectation to own it.
• Trust - which we give freely and expect in return.
• Curiosity - with our minds open to fresh thinking in the constant pursuit of improvement.
• Customer Obsession - ensuring that everything we do is with the customer in mind, we succeed when they succeed.

If you are eager to join a fast-paced, collaborative and inclusive company and contribute to shaping its future, this is the role for you to make a difference. 

Diversity, Inclusion & Belonging 

We’re proud of how well our diverse mix of people collaborate and are fully committed to continuing to make diversity, equity and inclusion part of everything we do. Railsr is an equal opportunities employer and we actively encourage all applications, particularly those from under-represented groups. 

Please let us know if there is any support we can provide to ensure Railsr’s recruitment process is fully accessible to you. You can contact us on jobs@railsr.com to discuss specific requirements.