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CallStreet Global Services

Compare

4.3

based on 9 Reviews

4 CallStreet Global Services Jobs

Supervisor

Chargeback Gurus

4.3

based on 9 Reviews

7-16 years

Chennai

1 vacancy

Supervisor

CallStreet Global Services

posted 2mon ago

Job Role Insights

Fixed timing

Key skills for the job

Operations Clinical Data Management Analytical Chemistry MS Office Risk Management Training

+ 3 more

Job Description

Team Supervision &Leadership:

Lead and supervise a team of chargeback specialists, providingguidance, mentorship, and support.

Monitor team performance, set clear targets, and ensure adherenceto deadlines and quality standards.

Conduct regular team meetings to review performance, providefeedback, and address any operational challenges.

Chargeback Processing:

Oversee the day-to-day handling of chargeback cases, ensuringcompliance with payment network (Visa, MasterCard, Amex) and issuer-specificregulations.

Ensure cases are processed accurately, including retrievalrequests, representments, and arbitration cases.

Troubleshoot and resolve escalated or complex chargeback cases,providing direction and strategic input on dispute resolution.

Operational Efficiency:

Monitor and manage case volumes to ensure timely and efficienthandling of all chargeback disputes.

Implement process improvements to increase the accuracy andefficiency of chargeback processing.

Collaborate with other departments, such as Process Engineering,Quality Assurance, and IT, to optimize workflows and systems.

Training & Development:

Provide ongoing training and development for team members, ensuringthey remain up to date on industry standards, issuer regulations, and bestpractices.

Create and maintain training materials and process documentation toensure consistency and high-quality performance across the team.

Identify skill gaps within the team and develop targeted learningand development programs.

Data Management & Reporting:

Monitor and track key performance indicators (KPIs) related tochargeback handling, including win rates, recovery rates, and processing time.

Analyze chargeback data to identify trends, issues, and areas forimprovement.

Prepare and deliver regular reports to management, providinginsights into team performance and chargeback trends.

Client & StakeholderCommunication:

Act as the primary point of contact for internal and externalstakeholders on chargeback-related matters.

Coordinate with the client service team to address client inquiriesand escalations related to chargebacks.

Ensure timely communication with the CSMs, clients regardingchargeback disputes and outcomes.

Compliance & Risk Management:

Ensure all chargeback processes are compliant with industryregulations (PCI-DSS) and issuer-specific rules.

Stay updated on evolving chargeback regulations and ensure that theteam is adhering to all necessary compliance requirements.

Proactively identify risks associated with chargeback handling andimplement strategies to mitigate them.

Requirements

7 to 16 years of strong operational/project/program management experience preferably inChargeback industry, Financial Service industry, Payments Industry, BusinessProcess Outsourcing Operations environment.

Overall experience of 6 years in Chargeback Industry

Bachelors degree required in business management, e-finance,chargeback, or related field experience a plus.

2-5 years of experience in leading / managing / supervisingglobal / remote operations and/or production teams.

Be a good team player and collaborate well with others with respectand dignity.

Proven ability to multi-task, handle stressful situations anddeadline pressures.

Expert knowledge of MS Office programs including Word, Outlook,Excel and PowerPoint and PDF and ability to run reports and analyze large datasets.

Proven experience working in strong, cohesive, and high performingteams through effective motivation and coaching methods.

Exceptional leadership and business acumen skills.

Advanced understanding of fraud and chargeback representmentapproaches and methodologies using analytical tools and techniques.

Extensive knowledge in payment card fraud schemes, its riskprevention and detection methods.

Experience mitigating online fraud, such as account takeover,phishing, online card testing, etc.

Strong quantitative analytical experience, including backgroundwith statistical modeling & analysis.

Proven ability to establish credibility with employees and businesspartners, the ability to build consensus and achieve goals through influenceversus direct line authority.

Experience developing and implementing related technical programsand tools from inception; especially related to ability to work in a deadlinedriven work environment, attention to detail, and multitasking are essential.

Strong leadership presence with the ability to prioritize andcommunicate clearly across all levels of the organization (without formalauthority).

Strong communication skills, including strong presentation,writing, and listening skills that embrace cognitive diversity.

Ability to interact with client and team members in a professionaland respectful manner.

Workschedule flexibility is an absolute requirement based on business needs of amulti-shift operation.