Chargeback Analyst

hace 6 días

Ciudad de México Jeeves A tiempo completo

Jeeves is an all-in-one corporate card and expense management platform for startups, enterprises and SMBs around the world. Jeeves has raised over $380M and is backed by top investors including Andreessen Horowitz, Y Combinator, CRV, Tencent, Stanford University, Clocktower Ventures and Founders of more than 15 unicorns including David Velez (Nubank), Carlos Garcia (Kavak), Sebastian Mejia (Rappi) and the family office of two FAANG founders.

Jeeves’ mission is to become the financial operating system for all global businesses. Since its public launch in March 2021, the company now services more than 3000 clients across 24 countries and 3 continents.

**Responsibilities**:

- Oversee and perform dispute/chargebacks related activities resulting from card payments including, but not limited to customer transactions review, investigating fraud disputes initiated by customers, identifying potential card fraud, friendly fraud and other types of fraud that may impact business growth
- Maintain a high dispute “win” ratio
- Build efficient processes to reduce the operational complexity of the chargeback process (i.e. build automations etc.)
- Provide feedback to the card fraud team to identify improvement opportunities on rules to prevent fraud
- Provide feedback to the Products team proposing smart ways to improve customer experience and internal processes..
- Monitor transactions to identify suspicious behavior and act if Jeeves is under attack.
- Create and maintain strong operational guidelines and documentation for fraud operations, including documentation to support new hires or other internal Fraud Ops stakeholders in understanding standards, processes, and enforcement decisions
- Continuously evaluate existing fraud related processes for potential areas of improvement and use market
- and industry
- specific insights to develop scalable solutions
- Deeply understand the architecture and integration points of Jeeves support processes, products and policies to identify gaps and pinpoint areas of improvement from a fraud prevention perspective
- Work with cross-functional partners to assess support requirements for new product launches and product updates to minimize exposure to fraud losses and attacks
- Analyze complex CX and support flows to provide recommendations for fraud prevention process, policy and product improvements to develop scalable solutions that support business objectives

**Requirements**:

- 1-2 years of experience with fintech or startups
- Bachelor’s degree in Engineering, Business Administration, Economics or equivalent experience
- Fluent in English, Jeeves is a global company and English is the language we use internally to communicate between regions
- Fluent in Spanish as this role will support LATAM countries
- Agile and able to pivot quickly with the changing environment
- Proficient in Microsoft Excel, including building complex macros and financial modeling

**Better if you are**:

- Low ego and easy to work with
- Enthusiastic and up for a challenge - remember, we are an early-stage fintech so you will be key in helping us build our processes
- A team player and happy to jump in and help out the other team members when they are under pressure
- Experience with Macros, SQL ,and JSON
- Ability to communicate in Portuguese

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