Chargeback Specialist

Role: As a Chargeback Specialist at Affordable Dumpster Rental, you will play a critical role in protecting the company’s revenue by managing and responding to disputed transactions. You will be responsible for investigating chargebacks, gathering supporting documentation, drafting rebuttals, and ensuring timely submission of responses in accordance with card network and processor guidelines. This role requires strong attention to detail, organizational skills, and the ability to communicate effectively with internal teams, financial institutions, and customers. Your efforts will contribute directly to the company's financial integrity and customer satisfaction. The following is an overview of key responsibilities the Chargeback Specialist will be expected to become proficient in and assist with training when needed. Please note this is a general summary and not an exhaustive list. Specific Responsibilities: • Utilize Chargeback911 and related systems to distinguish chargebacks from standard refunds and take appropriate action. • Research credit card disputes and compile strong, organized dispute cases to recover funds on behalf of the company. • Conduct customer refunds when applicable and issue updated invoices as needed. • Validate data from internal systems and third-party sources to ensure accurate dispute resolution. • Enter customer information, emails, and chargeback data into the company spreadsheet and CRM systems accurately and efficiently. • Prepare professional and grammatically correct dispute letters and emails outlining the chargeback process and event history. • Stay current with and apply credit card company rules, federal/state regulations, and internal policies related to dispute and chargeback handling. • Manage all aspects of the chargeback and rebuttal process in compliance with card network, federal, and state regulations. • Review, research, and respond to dispute inquiries from customers, financial institutions, merchants, and internal departments. • Identify and escalate unresolved or complex cases to the appropriate departments or vendors for resolution. • Follow up on escalated disputes with the goal of learning and improving dispute-handling knowledge. • Assist with the resolution of non-posted transactions, retrieval projects, and chargeback authorizations. • Respond professionally to phone inquiries from customers, banks, and payment processors regarding disputes. • Maintain consistent performance in line with quality standards and adherence to work schedules. • Offer suggestions and feedback to assist in the development of ADR’s in-house chargeback software. • Participate in the development and documentation of standard operating procedures (SOPs) related to chargebacks and dispute handling. • Make outbound calls to Intuit or other payment processing departments to gather details and clarify dispute-related cases. • Navigate and utilize company platforms including ADR’s CRM, DialPad, Zoom, and Merchant Centers. Expectations (can fluctuate dependent on company needs): Punctuality & Attendance • Arrive on time and be ready to work at your scheduled start time. • Log into Zoom at the beginning of each shift and remain on camera during work hours, unless otherwise approved. Work Performance • Handle Chargeback911 cases accurately and efficiently. • Maintain a minimum productivity standard of completing 2 chargeback cases per hour. • Update the chargeback tracking spreadsheet throughout the shift to ensure accurate and up-to-date records. • Enter chargeback wins and losses into the appropriate system and coordinate results with the collections department. • Coordinate with the billing department to enter landfill ticket requests in a timely and organized manner. Accountability • Manage your assigned tasks independently while communicating any delays, issues, or concerns with your supervisor promptly. • Stay focused and responsive during work hours, including monitoring communication channels like email and Zoom chat. General Responsibilities: • Arrive at work 100% engaged and with a positive attitude • Understand and embrace the company’s core values, mission, and vision. • Contribute to a dynamic, high-volume, and energetic work environment. • Adhere to the policies and guidelines established by the management team. • Identify areas for improvement and take proactive steps to address them. • Show respect for your teammates by being punctual and offering support when needed. • Demonstrate flexibility and adaptability in a constantly evolving work environment. • Continue to develop and enhance your skills in areas where improvement is needed. • Identify and bring to management’s attention any areas for improvement, and work to address them. • Respect everyone’s time by starting work at your scheduled shift time. • Make internal and external phone calls to companies, haulers, vendors, and customers as needed or requested. • Support your colleagues by providing assistance as necessary. • Assist with special projects as requested, time permitting. • Navigate and utilize ADR’s CRM and any other company-specific software or systems. • Be logged into the ADR office systems during your scheduled work hours and meetings. • Ensure full attention to your role while on the clock at ADR. • Maintain a distraction-free and quiet environment at home to ensure focus, confidentiality, and productivity, even when working virtually. • Uphold and ensure confidentiality and data security by safeguarding company, customer, and ADR information at all times. • Commit to ongoing learning by engaging in training, reading, research, and coaching, as well as collaborating with teammates to improve skills and adapt to change. Learning is a necessity at ADR. Occasionally or even frequently, you will be expected to read a book, do online training or research, learn from videos, work with a coach or coaches, shadow teammates, and more. We must do this to maintain skills, learn, and grow. The only truly constant thing is change, so we need to embrace it, learn, and grow. • Dress appropriately for all virtual interactions, ensuring both your attire and background reflect a professional image. Be mindful of anyone who may appear in the background, and ensure they are fully dressed or out of view to maintain a professional environment. • Present yourself professionally every day, wearing an ADR shirt, appropriate casual attire, or professional attire when meeting with external representatives. • Log out of company programs when not actively using your computer. • Complete special assignments and other tasks as assigned by management. • Keep a log of daily activities if your role does not primarily involve phone or CRM-based tasks. • Attend as many team celebrations, such as birthdays and anniversaries, as possible. • Engage with your team in chats, responding to feedback requests, sharing reactions (such as emojis), and participating in team discussions. • Ensure timely communication - Regularly check and respond to emails, messages, and other forms of communication promptly. • Provide regular feedback through surveys or any other available channels. • Ensure that during your scheduled hours, you are working exclusively for ADR for the full duration of your paid time. • Growth Mindset in the workplace refers to the belief that abilities, skills, and intelligence can be developed through dedication, hard work, and continuous learning. This mindset fosters an environment where employees are motivated to improve, embrace challenges, and view failures as opportunities for growth. • Consistency in the workplace refers to the practice of performing tasks, behaviors, and interactions reliably and predictably over time. It is a key component of professionalism and helps to build trust, efficiency, and stability within an organization • Can-Do Positive Attitude in the workplace refers to maintaining an optimistic, enthusiastic, and constructive outlook while performing job duties and interacting with colleagues. This attitude contributes to a healthy and productive work environment. • Accountability in the workplace refers to the practice of taking responsibility for one's actions, decisions, and performance. It involves being answerable for achieving goals, meeting commitments, and adhering to standards and expectations. • Respect in the workplace refers to the practice of acknowledging and valuing the inherent dignity, rights, and contributions of all individuals within the organization. It involves creating an environment where all employees feel valued, heard, and appreciated, regardless of their role, background, or personal characteristics. • Teamwork in the workplace refers to the collaborative effort of a group of individuals working together towards a common goal. It involves the integration of diverse skills, experiences, and perspectives to achieve objectives more efficiently and effectively than individuals working alone. Requirements: • Experience with data entry • Experience with CRM • Written and verbal communication skills • Attention to detail • Spanish speaking (preferred) Apply tot his job