Chargeback Analyst (MAT Cover - 12 Months Fixed Term)

ES Madrid

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Chargeback

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28 Jun 2024

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R-0003596

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 140,000 places across the UK. 

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive. 

 

The Role

At Dojo, we’re all about keeping the customer at the heart of what we do and it’s no different in our Chargebacks team. We aim to give our customers and their customers complete clarity and transparency over their chargebacks, and are always on hand when it comes to providing guidance on how to defend and prevent chargebacks from happening. As we continue to scale at pace, we are now looking to bring on a Chargeback Analyst to provide a seamless customer experience to our customers during the chargeback process.

Your day-to-day

  • Monitor and understand chargeback performance on daily basis

  • Analyse, respond and resolve all chargeback cases received inline with the card schemes dispute guidelines whilst providing an excellent customer service

  • Share status updates and manage any queries related to the chargeback cases for our merchants and their customers 

  • Process chargeback related actions using the relevant card scheme portals and in line with the card schemes rules and regulations 

  • Identify and investigate potential technical issues that may result in a loss of dispute rights

  • Assist customer service agents and other team members with queries related to any dispute cases

  • Work closely with the Chargeback Manager to buildout and maintain the chargeback procedures, reporting and relevant documentation of the dispute process 

  • Provide feedback on policies, and procedures and consider ways to improve our processes and systems

What you bring to the table

  • Experience managing disputes and fraud within a merchant acquiring environment 

  • A clear understanding of the dispute resolution process and rules and it’s guidelines 

  • Exposure to relevant tools (VROL, Mastercom, Amex portal, Looker, Zendesk etc.) 

  • Excellent communication skills with a high attention to detail 

  • A positive attitude with a passion for innovating, learning and sharing knowledge

 

Dojo from the get-go

First launch was back in 2009. So with over 15 years in the payments industry, we’ve got a story to tell. 

Dojo is built to soothe customer and consumer pain points across the world for over 140,000 customers. 

And today, there’s over 1,200 of us in multiple locations across the UK, Ireland, Spain, Italy, and France.

Our mission is to empower businesses to thrive in the experience economy by creating the tools and tech that turns transactions into meaningful relationships. 

We do that through sophisticated EPOS payments integrations, fast transactions, hospitality bookings, and a strong consumer restaurant app.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If the following speak to you, let’s talk:

  • You’re curious. You have a real desire to learn and create.
  • You’re relentless. You keep going even when it’s easier not to. 
  • You’re customer-obsessed. You know how important customers are to what you do. 

Dojo home and away

We love collaboration. We have offices across Europe – that takes some dynamism.

Long-distance calls are a must, but we’ve always valued in-person work when it’s possible, especially meetings. We aim for asynchronous communication when we can though.

Don’t like rules? Nor do we. We avoid top-down policies – it’s all about teams having the power to fuel their success. 

At Dojo, you’re trusted to judge what you see and make the call in the best interest of our customers. 

Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out or LinkedIn and Instagram pages. 

#LI-Hybrid

Dojo is a trading name of Paymentsense Limited. Copyright ©2021 Paymentsense Limited. All rights reserved. Paymentsense Limited is authorised and regulated by the Financial Conduct Authority (FCA FRN 738728) and under the Electronic Money Regulations 2011 (FCA FRN 900925) for the issuing of electronic money and provision of payment services.