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Chargeback & Data Analyst

  • London
  • Risk
  • Full time
  • R-0002416

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

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 while mitigating potential financial risk to Dojo. 

 Reporting into our Head of Chargebacks, you'll manage our chargeback queue and take a deeper dive into chargebacks data to help spot emerging threats and action further where needed. As we continue to grow at scale, you will also be involved in  creating solutions for uncovering unusual patterns. 

What you will do…

  • Monitor and understand chargeback performance on daily basis; analysing, responding and resolving chargeback cases received inline with the card schemes dispute guidelines

  • 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

  • Take a data-driven approach to investigate unusual patterns — reviewing and escalating when considered suspicious 

  • Interpret and manipulate large data sets to extract trends.

  • Improve processes for managing chargebacks through the analysis of existing data and visualisation dashboards.

  • Identify gaps in current systems and automate existing processes. 

  • Make strategic recommendations that help to enhance the current chargeback process alongside the Head of Chargebacks.

  • Get involved in additional projects and workshops related to Risk and Chargebacks with the wider team.

What you will bring...

  • Good level of predictive, forecast analysis and data presentation skills.

  • Exposure to the dispute resolution process and rules and it’s guidelines

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

  • Basic programming language skills such as Google BigQuery, SQL, R, VBA or Python is a plus

  • A background  in Fintech, Payments or e-commerce with an interest in learning about Payments and Card processing

  • Excellent communication skills with a high attention to detail 

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

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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