Chargeback manager
Chargebacks911
Total years of experience :12 years, 6 Months
Delegation and distribution of daily case work as well as performing audits and quality checks. Project management of client work, such as airline and retail crisis collapses, resulting in chargebacks. Working with timeframes and scheme rules to defend cases directly with MasterCard (MCOM), VISA (VROL), Discover & American Express. Day-to-day interaction of merchant acquirer applications & payment service providers such as WorldPay & Ingenico Ogone. Also identifying & mitigating fraud risk through Accertify. Monitoring market trends & challenges for our partners. Daily use of payment processors & gateways for merchant services.
Started within sales customising products for banking clients such as Natwest black, providing unique holidays. Progressed to working within Thomas Cook Sport, tailoring unique packages for prestigious events such as Monaco Grand Prix, Rugby World Cup & others. Regulating financial transactions, auditing payments and reporting discrepancies.
Appointed SME within accounts, training & developing new starters. Identified huge scale fraud through trends & salvaged losses in excess of £100.000. This included arrests of individuals involved in the operation, both domestically & abroad.
Taking manager escalation calls, processing payments via Ingenico, servicing calls to setup payment plans for arrears.
I was then based within a Treasury UK Risk Management role. Responsible for supporting fraud mitigations and processes management of GoCardless, cyber source & Ingenico.
This included case managing via DisputeLab for section 75 claims, direct debit indemnity and card chargebacks. Setting fraud detection parameter scoring on Ingenico for e-commerce and card not present transactions. Reversing incorrectly applied payments and working banking reconciliation queries to balance finances. Created fraud spotting Standard Operating Procedures (SOPS) for processes to be followed.
fraud monitoring fraud detection courses included e-commerce payment monitoring, trigger points and algorithms.