Chargeback Specialist

Employer: Linden Lab

Position Intro

• Linden Research, Inc. dba Linden Lab develops platforms that empower people to create, share, and benefit from virtual experiences.
• Founded in 1999, the company first launched Second Life, the groundbreaking virtual world enjoyed by millions around the globe, in 2003, which has since gone on to boast nearly two billion user creations and a vibrant $500 million (USD) economy.
• Tilia Inc. is a wholly-owned subsidiary of Linden Research, Inc., and a licensed money transmitter in the U.S.
• Tilia enables publishers of video games and virtual worlds to create in-world economies and monetize user interaction.
• Built from the ground up to be robust, flexible, and secure, Tilia powers virtual economies of leading and cutting-edge publishers with hundreds of millions of dollars in circulation.
• We are looking for an experienced Chargeback Specialist to add to our Trust & Safety Team.

Primary Functions

• As a Chargeback Specialist, you will play a critical role in researching and processing disputed transactions for Tilia’s customers.
• As part of the Financial Crimes Compliance (“FCC”) Team, this role will be responsible for handling several aspects of the dispute process while ensuring compliance with Visa, MasterCard, AMEX, and PayPal rules, as well as ensuring compliance with Federal regulations.
• The ideal candidate for this position will have the ability to analyze chargeback activity, maintain accurate and complete documentation of every phase of the dispute process, and distribute findings to key stakeholders. An extremely detail-oriented nature and excellent communication skills are a must.

Responsibilities

• Research and respond to credit card and PayPal chargeback disputes while meeting or exceeding strict regulatory and processing deadlines.
• Gather appropriate data from internal and third-party systems to substantiate transaction validity, evaluate the information found and determine the appropriate course of action.
• Prepare accurate and appropriate responses to disputes while keeping current with card issuer “compelling evidence” rules.
• Prepare detailed analysis and reporting of chargeback activity based on card type and other factors to help improve mitigation processes and metrics development.
• Monitor for and escalate suspicious activity requiring additional investigation to Senior Fraud Agents for review.
• Maintain current licenses and certifications by participating in Fraud continuing education opportunities; continually increase expertise and work towards future fraud examiner requirements.
• Remain current on Card Association industry standards, rules and regulations.
• Propose process improvements based on established best practices to identify and address risks.

Knowledge, Skills, Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of the Visa, MasterCard, AMEX, Discover and PayPal Operational Regulations for chargeback processing and dispute management.
• Thrives when working in a fast-paced and rapidly changing environment, with the ability to successfully track and stay on top of shifting priorities.
• Ability to multi-task and stay flexible with organizational and systems changes.
• Extremely organized and detail-oriented with the ability to make sound decisions supported by facts and analysis.
• Excellent written and verbal communication skills with the ability to work cross functionally with other departments.
• Ability to exercise independent judgment in line with department policies and best practices.
• Exemplary team player with strong collaborative qualities and a positive demeanor.
• Ability to work on confidential and sensitive matters with a high degree of professionalism and discretion.
• Willingness to learn and apply new skills.

Education

• BA/BS degree or equivalent experience.

Experience

• 2-3 years of direct experience in chargeback processing from a merchant perspective.
• Strong customer service and investigative experience within a related field.
• Experience using Microsoft Office and Google Suite products.
• Experience working in the e-commerce or payments industry preferred.
• Experience with software programming or process automation is a plus.

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