Team Lead

Key Responsibilities:

• Leadership & Team Management

• Lead, manage, and mentor a team of Chargeback Executives, ensuring

optimal performance, growth, and skill development.

• Develop and implement effective chargeback strategies to minimize losses

and improve recovery rates.

• Ensure adherence to KPIs and SLAs, consistently meeting performance

targets.

• Organize and conduct regular team meetings to discuss challenges,

updates, and training requirements.

• Report chargeback metrics and performance insights to senior

management.

• Chargeback Management

• Oversee the entire chargeback cycle from receipt to resolution, ensuring

timely responses to disputes.

• Review chargeback cases, determine the validity of claims, and work with

internal teams to gather necessary documentation and evidence for

dispute resolution.

• Develop strategies to identify trends in chargebacks and fraud to reduce

recurrence.

• Interface with card networks (Visa, MasterCard, etc.), payment gateways,

and financial institutions for chargeback resolution.

• Compliance & Risk Mitigation

• Stay up to date on the latest chargeback policies, fraud trends, and

industry regulations to ensure compliance.

• Review chargeback data for patterns of fraud and work to implement

processes that mitigate these risks.

• Ensure the team follows proper documentation, reporting, and procedures

to meet compliance standards.

• Reporting & Analysis

• Prepare reports on chargeback trends, volumes, and outcomes for

management.

• Analyze chargeback data to identify root causes and recommend

corrective actions.

• Customer Service & Collaboration

• Act as the point of escalation for any unresolved chargeback issues,

providing guidance and support to the team.

• Collaborate with internal teams, including fraud prevention, finance, and

customer support, to ensure a seamless process.

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