Chargeback Analyst
Description
About LegalZoom
We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.
As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.
With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.
This hybrid position will be based out of our Bangalore office : (RMZ Millenia Building #1, 5th Floor, D Bhaskaran Rd, Bengaluru, Karnataka 560008, India)
Overview
Responsible for research and resolution of customer chargebacks. Requires detailed transaction research, analytical skills, and documentation of actions taken including updating internal databases. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on chargebacks for use by the company in identifying patterns and improving overall customer service.
You will
- Investigate and resolve LegalZoom and Virtual Mail chargebacks and fraud disputes related to customer transactions, including credit card chargebacks, ACH disputes, and other payment disputes
- Review and analyze transaction data and documentation to determine the validity of disputes, and make recommendations for resolution, including issuing refunds and credits or processing manual charges
- Collaborate with internal teams, such as customer support, finance, and compliance, to gather information and provide support for chargeback investigations
- Communicate with customers and financial institutions to gather information and documentation related to disputes, and maintain accurate records of all chargeback and dispute-related activities
- Ensure compliance with industry regulations and policies related to chargebacks and disputes, and make recommendations for process improvements to minimize financial losses and reduce the risk of chargebacks and disputes
- Monitor chargeback and dispute trends and patterns, and provide regular reports to management on key metrics and insights
- Stay up-to-date with industry best practices and regulations related to chargebacks and disputes, and make recommendations for process improvements and updates to policies and procedures
- Provide support and training to other company employees on chargeback and dispute-related issues, as needed
You have
- Bachelor's degree in Finance, Accounting, Business Administration or a related field
- 2+ years of experience in chargeback and dispute resolution or a related field
- Strong analytical skills, with the ability to review and analyze large volumes of transaction data and documentation
- Knowledge of industry regulations and policies related to chargebacks and disputes, and experience working with financial institutions and payment processors
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, financial institutions, and internal teams
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities in a fast-paced environment
- Ability to work independently and as part of a team, and collaborate effectively with cross-functional teams
- Proficient in Microsoft Excel and other analytical tools, with the ability to generate reports and insights from transaction data
- Experience leveraging AI and automation to optimize payment processing, fraud detection, and chargeback management.