Chargeback and Disputes Team Leader

Team Leader - Chargeback & Disputes

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Chargeback & Disputes Team Leader

We’re looking for someone to help manage and execute our customer purchase dispute claims and related processes in line with Section 75 of the Consumer Credit Act, as well as the investigation, representment and funds recovery of disputes and chargebacks received on behalf of the company.
You’ll need to help us achieve our goal of delivering the highest standard of customer service whilst ensuring we will be successful should a chargeback request be received or submitted. You’ll be spending most of your time investigating and making sound, rational decisions before putting together supportive documentation representing the client.

This includes fraudulent and goods & service disputes.
You’ll work with customers to gather the appropriate evidence needed - we want to set them up for success!

Your key skills should cover:
● Be customer focused and provide excellent support in line with the brand
● Have a solid understanding of Visa and Mastercard’s dispute and chargeback
resolution rules and processes
● Strong experience working in a financial institution within the chargebacks and fraud domain.
● Able to use multiple systems systematically
● Analytical and excited about working with a business that moves at a high pace
● Strong knowledge of Excel and Microsoft Office suite.
● Be able to build and maintain internal & external relationships
● Be a critical thinker, finding ways to improve and streamline processes
● Strong communication skills
● Have excellent attention to detail and strong admin abilities
● Be able to work in a fast-paced environment
● Be able to work under pressure

Bonus Skills:
● Experience working within FinTech or the financial sector
● Experience working for a start up
● Knowledge of SQL and Python.What you will be doing:
● Managing and maintaining several day-to-day functions which includes handling customer purchase dispute enquires, chargeback requests and chargeback management, as well as identifying and investigating fraudulent activity and initiating transaction disputes defenses.
● Reviewing and analyzing incoming customer purchase dispute enquires, determining their validity in line with Section 75 of the Consumer Duty Act (UK).
● Gathering supporting information and evidence including transaction records and communication logs to build a comprehensive chargeback case.
● Determining the appropriate course of action for each purchase dispute and
chargeback case, which may include accepting or disputing representations.
● Preparing and submitting compelling chargeback representments to relevant card issuers within established card scheme timelines.
● Maintaining accurate records of chargeback cases, documenting all relevant details and actions taken.
● Updating team trackers and generate regular reports summarizing purchase dispute trends, losses and recovery efforts for management and regulatory purposes.
● Communicating directly with customers/cardholders, merchants and other card issuers to request additional information and provide regular updates on purchase dispute and chargeback case status.
● Liaising with internal teams, including Customer Service, Fraud and Collections to gather information and resolve purchase disputes and charge-back cases efficiently.
● Collaborating with the Fraud team identify and mitigate incoming fraudulent
chargebacks, updating the systems in place to accurately reflect fraud losses.
● Investigating patterns and trends in incoming chargebacks to detect fraud trends and patterns or system errors/vulnerabilities.
● Pursuing the recovery of funds from chargebacks by working with payment
processors and card schemes.
● Keeping up to date with rules and regulations and ensuring that all chargeback related activities adhere to compliance standards.
● Prioritising workload to meet individual and team SLA’s.
● Ensuring all tasks completed are to a high standard with attention to detail and consistency.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.

Experience Level

Senior Level