Chargeback Dispute Specialist (1 Year Contract)

At Wave, we help small businesses to thrive so the heart of our communities beats stronger.  We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly and share your knowledge generously. Do you love interacting directly with customers and providing amazing experiences? Have a passion for helping small business owners and entrepreneurs deal with issues with their customers? Have a knack for explaining the complex in a simple, easy to understand way?  Comfortable in a fast paced, technology driven environment? Got a competitive streak in you and love to win? Well then, have we got a role for you! As a member of our mighty Financial Services Operations team, you will have the unique opportunity to showcase your amazing investigative, communication and customer service skills as part of the elite chargebacks team to help win chargeback disputes on behalf of our Entrepreneurs. Reporting to the Manager, Dispute Resolution we are looking for a Disputes & Chargeback Specialist to help fight for our business owners and Wave throughout the chargeback dispute resolution cycle. This position isn't for the faint of heart; you must be ready to take on both the excitement and responsibility of being a Disputes & Chargeback Specialist and be able to guide small business owners through the entire dispute cycle to resolution.  Looking to join this team? You'll work alongside some top notch Wavers such as Krista Cappadocia: I’ve been with Wave now for 7 years. I originally started in customer support, worked my way to the chargebacks team, started the loss mitigations team here at Wave and now managing the Dispute Resolutions team. It has been an amazing opportunity for growth and leadership. Each day offers new challenges and opportunities to grow. In my spare time, I like hanging out with my son, dancing and watching movies! Here’s How You Make an Impact:

Owning chargebacks and representing cases end-to-end from informing the merchant,
to gathering evidence, and disputing the chargeback through to resolution.

Acting as the go-to person, coaching and educating small business owners on the
dispute lifecycle. Identify proactive opportunities for the business to protect themselves
against future disputes.

Identifying opportunities for policy, procedure, and process improvements within
Chargeback Operations.

Working closely with Risk, Finance, and Product teams to reduce loss to our customers
& Wave.

Developing positive relationships with business owners, vendors, key banking partners
or other financial institutions, ensuring accuracy, efficiency, and a professional
experience throughout.

Understanding the differences between card networks and being comfortable explaining
them to customers.

Juggling multiple priorities, shifting between support activities (like communicating with
business owners via email/phone), building chargeback cases from the ground up,
assisting with Fraud prevention and reporting, developing informational content for
customers to guide them through the chargeback process, addressing accounts
receivable, all while meeting operational deadlines.

Analyzing and understanding insights into cases and interpreting those outcomes into
ways to improve chargeback efficiency and reduce collections.

You Thrive Here By Possessing the Following:

1- 2 years of related work experience.

Extensive knowledge and experience with e-commerce card payments and ACH
payments, ideally both in Canada and the United States.

Solid experience handling chargebacks and dispute resolution, whether on the merchant
or issuer side.

Good understanding of Payment Card Network chargeback rules and regulations.

Good understanding of NACHA and Payments Canada rules and regulations.

Understanding of full credit card chargeback dispute life cycles.

Excellent customer service, relations and/or vendor management skills

Strong analytical and problem-solving skills.

Demonstrated leadership skills. A desire to support others with the intent of achieving
team goals.

Ability to effectively manage deadlines in a fast-paced and high-volume environment.

Experience managing collection and/or credit risk practices.

Knowledge of fraud and risk best practices or experience working in a fintech company
would be an asset.

At Wave, we value diversity of perspective. Your unique experience enriches our organization. We welcome applicants from all backgrounds. Let’s talk about how you can thrive here!   Wave is committed to providing an inclusive and accessible candidate experience. If you require accommodations during the recruitment process, please let us know by emailing careers@waveapps.com. We will work with you to meet your needs.     We use Google Gemini, a secure AI assistant, during interviews for note-taking purposes only. Notes are kept confidential and are not shared outside the hiring process. This allows our interviewers to stay fully focused on you during the conversation.   This advertised posting is a current vacancy.