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Chargeback Analyst

  • London / Bristol
  • Risk
  • Full time
  • R-0003148

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 150,000+ customers reflect the diversity of the UK High Street. Building teams with diverse backgrounds that are representative of the customer base which we serve is fundamental to creating innovative products at Dojo. Whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, you have a place at Dojo. 

We want everyone to be the best they can be throughout the recruitment process; if you require any additional adjustments please let us know.

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 complete clarity and transparency over their chargebacks and are always on hand when it comes to providing guidance on how to help to defend and help to prevent some avoidable 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 while mitigating potential financial risk to Dojo.

What you will do…

  • Monitor and understand chargeback performance on a daily basis
  • Review and analyse incoming chargebacks from cardholders and merchants in line with the card scheme dispute guidelines whilst providing an excellent customer service
  • Manage any queries related to the chargeback cases for our merchants
  • Process any chargeback-related actions using the relevant internal tools and card scheme portals in line with the card schemes rules and regulations
  • Generate reports and dashboards to provide insights into chargeback data
  • 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
  • Collaborate with the team to build out and maintain the chargeback procedures, training, reporting and relevant documentation of the dispute process
What you will bring...
  • Experience managing disputes and fraud within an acquiring and issuing 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 cross-functional communication skills with high attention to detail
  • Advance data analytics skills
  • A positive attitude with a passion for innovating, learning and sharing knowledge
  • You are expected to be in the London office for 1-2 days a week.

About Dojo

We launched Dojo in 2019 to address business owners’ pain points across the UK. Since then, we’ve seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ 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 1,000 restaurants and 750,000 diners. 

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 diners, that means getting seated at their favourite restaurants with 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. 

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. 

Our way of working

Dojo has adopted a set of shared principles with the aim of increasing in-person collaboration and amplifying our ‘Customer First’ values. We encourage our employees to meet in-person over virtual meetings, and our communication is mostly asynchronous. Unlike most other businesses, we are intentionally avoiding a rules-based approach, and each team is empowered to make the arrangements that work best for their success. The answer to every scenario which tests these principles is: We trust you to use your judgement responsibly, in the best interest of our customers.

Find out more about our benefits and what it’s like to work at Dojo at . Learn more about Life at Dojo on LinkedIn and Instagram .