Chargeback Analyst

Title: Analyste de rétrofacturation/Chargeback Analyst

Location: Montreal, Quebec

Type: Full-Time

Workplace: hybrid

Category: Risk and Payments

Job Description:

*** English Version Below ***

Travel is about more than just the destination; it's woven through every memory we create along the way. We're committed to redefining the future of travel by collaborating with over 250+ airlines, hotels, cruise lines, passenger rail, and financial services to create meaningful new revenue streams through exceptional customer experiences. Founded on our core values ​​of ambition, innovation, and collaboration, we're constantly driven to push boundaries, exceed expectations, and bring out the best in each other. We foster a culture built on the belief that our strength lies in our unity, working together to build an extraordinary future in travel. Join us as we transform everyday journeys into truly extraordinary experiences.

ABOUT THE JOB:

As part of our Risk and Payments team, you will have the unique opportunity to showcase your excellent investigative and communication skills to help us analyze, evaluate, and dispute chargebacks on behalf of our partners and Plusgrade. You will work directly with our partners and internal teams to accurately communicate chargeback management requirements. In addition to these skills, you will also be able to analyze chargeback patterns and transactional data to help us understand the root causes of these chargebacks (why we receive them). You will provide insights into our chargeback trends and customer behavior, and you will evaluate and recommend operational improvements, as well as enhancements to our automation. Your knowledge and experience in the chargeback world will shine in this role, as you will demonstrate dedication to staying up-to-date on industry and system trends.

You will evaluate disputes that arise when customers associated with our partner organizations open a chargeback. You will be relied upon to handle these claims and respond to disputes on behalf of our partners.

The Chargeback Analyst will be responsible for delivering a skillful and exceptional chargeback case management experience for our partners.

WHAT YOU WILL DO:

Reporting to the Risk and Chargebacks Manager, the Chargeback Analyst will be responsible for processing and representing incoming chargebacks, utilizing analytical and decision-making skills to research disputes and make accurate and appropriate decisions based on the findings. As a Chargeback Analyst, you will act as a subject matter expert on the chargeback dispute resolution process, being action-ready and able to explain the dispute cycle to internal or external stakeholders as needed.

Your responsibilities will include:

-Dispute chargeback cases end-to-end, from investigation to resolution, and determine which cases to represent.

-Collect supporting information for claims from the various portals.

-Ensure that all chargeback activities are processed in accordance with regulatory requirements.

-Analyze transaction issues that result in losses due to chargebacks, troubleshoot to determine causes, and work with subject matter experts to identify and execute solutions.

-Report on fraudulent chargebacks versus service-related chargebacks, actions taken and results achieved.

-Validate chargeback report using internal and external software systems.

-The ability to adapt and constantly learn (and actively share what you've learned!) is a must for this role.

YOU ARE SOMEONE WITH:

Over 3 years of relevant experience in resolving chargeback disputes.

Ability to work in a fast-paced environment and maintain high attention to detail.

Demonstrated ability to work under tight deadlines.

You know how to challenge – you can gather evidence and use it to tell a story.

Advanced Excel skills (formulas, pivot tables, macros, charts, etc.) are required.

Proficiency in the use of technologies and software such as SQL for data analysis and reporting.

University or college degree, or equivalent professional experience.

WHAT YOU'LL LOVE ABOUT US:

 Matching RRSP

 Comprehensive health plans

 Flexible paid leave program

 Travel Experience Allowance

 Annual Wellness Credit

 Monthly team events and lunches

 Allowance for transportation supplies

 Remote work program

 Parental Leave Bonus Program

 Passport to Adventure

OUR PROCESS:

Plusgrade is an equal opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to providing equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, or any other category protected by law. Upon request, we will provide accommodations for applicants with disabilities.

We believe in diversity and inclusivity, which is why our interview process is designed to provide a positive candidate experience and ensure that every candidate is evaluated equally. All applications will be reviewed by our talent team, and the successful candidate(s) will undergo the following recruitment process:

• Telephone interview with the recruiter

• Interview with the hiring manager

• At-home practice test or remote coding exercise (if applicable)

• Team interview

All candidates will receive feedback, whether or not they successfully complete all stages of our interview process. All your information will be confidential.

Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 250+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences.

ABOUT THE ROLE:

As a part of our Risk and Payments team, you will have the unique opportunity to showcase your excellent investigative and communication skills to help analyze, evaluate and dispute chargebacks on behalf of our Partners and Plusgrade. You will work directly with our partners and internal teams to accurately communicate the requirements around chargeback management.  Along with these skills, you will also be able to analyze the chargeback reason codes as well as transactional data to help us understand the root causes of these chargebacks (why we’re receiving them). You will provide insights into our chargeback trends and customer behaviour as well as evaluate and recommend operational efficiencies, along with making enhancements to our automation.  Your knowledge and experience with the world of chargebacks will shine in this role as you bring your dedication to staying up to date on industry and scheme trends. 

 

You’ll be evaluating disputes that arise when customers, associated with our Partner organizations, open a chargeback. You'll be relied upon to process these claims and respond to the disputes on behalf of our Partners.

The Chargeback Dispute Analyst will be accountable for delivering skillful and exceptional Chargeback case management experience for our Partners.

WHAT YOU WILL BE DOING:

Reporting to the Manager of Risk and Chargebacks, the Chargeback Analyst will be responsible for handling and representing incoming Chargebacks, utilizing their analytical and decision-making skills to research disputes and make accurate and appropriate decisions based on findings.  As the Chargeback Analyst, you will act as a Subject Matter Expert on the Chargeback dispute resolution process, be ready to take action and be able to explain the dispute cycle to internal or external stakeholders when necessary.

Your responsibilities will include:

-Disputing chargeback cases end to end from Inquiry to Resolution as well as determining which cases to represent.

-Gathering supporting claim information from the various portals.

-Ensuring that all chargeback activities are handled in accordance with regulatory requirements.

-Analyzing transaction challenges which cause chargeback losses, troubleshooting to determine causes, and working with subject matter experts to identify and execute solutions.

-Reporting on Fraudulent vs. Service-related chargebacks, actions taken and results obtained.

-Validating chargeback report by utilizing internal and external software systems.

-The ability to adapt and always be a constant learner (and actively share what you have learned!) is a must for this position.

YOU ARE SOMEONE WITH:

-You have 3+ years of relevant experience in Chargebacks dispute resolution.

-Ability to work in a fast-paced environment and maintain a very high attention to detail.

-Demonstrated ability to work within time constraints.

-You know how to dispute - you can collect evidence, and use it to tell a story.

-Advanced skills in Excel (formulas, pivot tables, macros, charts etc) are mandatory.

-Proficiency in using technology and software such as SQL for data analysis and reporting.

-University/College degree or equivalent working experience.

WHAT YOU’LL LOVE ABOUT US:

 RRSP/401(k) Matching 

 Comprehensive Health Plans 

 Flexible Paid Time Off

 Travel Experience Credit 

 Annual Wellness Credit 

 Team Events and Monthly Lunches

 Commuter Credit 

 Work From Anywhere Program

 Parental Leave Top Up 

 Adventure Pass

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview 

• Hiring Manager Interview

• Take-home Assessment or remote coding exercise (if applicable)

• Team Interview 

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.