Chargeback Analyst

Job Description

THE TEAM

The Chargeback Team is a vital part of Ticketmaster's organization. We minimize potential chargeback losses. Research and develop chargeback cases by requesting proper documentation. In addition, request supplementary information that corresponds with payment processers, outlets, credit card companies and customers to build dispute cases to recover funds. Recovering funds and preventing fraud from occurring is a principal of what we do, while ensuring that our Fans are happy and get the tickets they want!

THE JOB

Chargeback Analysts play a critical role at Ticketmaster both domestically and globally. We're looking for that Rockstar team player, someone who isn't afraid to do the work! Someone who has passion for improving processes and identifying trends. Using your chargeback experience, you'll evaluate each dispute to research and resolve it based on bank regulations and rules for both US & International transactions. You'll be responsible for daily processing of chargeback claims, assisting with researching fraud and chargeback trends, and resolving disputes for all card brands.

The ideal candidate(s) will demonstrate a clear understanding of payments, including fraud prevention & chargebacks to help develop and drive strategies for the future. You'll be able to assist in projects to implement new processes which can help to reduce fraud and chargeback exposure. Advise supervisor and management on credit card fraud prevention related problems, programs, and concerns and make recommendations to improve operations, anti-fraud processes and system enhancements. Work with peers and leadership by communicating the fraud trends and sharing ideas and information. It all begins with outstanding talent joining our team, and it all begins with you!

BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

WHAT YOU WILL BE DOING
• Examine the evidence or case that has been submitted, using the acquirer/systems dispute resolution management guidelines to assess each claim's viability and potential recovery
• Handle all incoming chargebacks, claims and retrievals by providing compelling and supporting documentation for all card brands
• Responsible for research and resolution of disputed charges while meeting required timeframes and guidelines with little to no follow up.
• Review and analyze sales data and documentation to determine the legitimacy of disputes and make recommendations for resolution that includes issuing refunds or processing manual charges.
• Monitor chargeback and dispute trends and patterns, and provide regular reports to management on key metrics and insights
• Effectively use all available tools, both internal and external platforms, as it relates to payment processors
• Communicate with fans and financial institutions to gather information and documentation related to disputes, and maintain accurate records of all chargeback and dispute-related activities
• Resolves issues in accordance with approved policies and procedures while preserving confidentiality of sensitive information
• Collaborate with internal teams, such as customer support, finance, and compliance, to gather information and provide support for chargeback investigations

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 2+ years of fraud prevention and/or chargebacks related to CNP credit card fraud / finance or bank related experience is required
• Experience and working knowledge of credit card and chargeback processing as well as Visa/MasterCard regulations.
• Strong analytical skills, with the ability to review and analyze significant volumes of documentation and transaction data
• Excellent communication and organizational skills, with the ability to communicate effectively with card holders, internal teams, and processors
• Knowledge of industry regulations and policies related to chargebacks and experience with industry legislation and procedures pertaining to chargebacks
• 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

YOU (BEHAVIOURAL SKILLS)
• Strong communication is essential in establishing work culture and patterns in an office space or a similar environment. Listening and the ability to follow instructions are especially important. Paying close attention to what others communicate and asking follow-up questions to fully understand the situation.
• Time Management- the organization and execution of your work to complete tasks on time. Enhancing your performance to achieve your desired goals with less effort and more effective strategies. Juggling act of various things to help you increase productivity and have a better work-life balance.
• Accountability- Take ownership of understanding your role, your goals and responsibilities. Comprehending and accepting the roles, goals and responsibilities of those around you so you can work effectively with others.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL EMPLOYMENT OPPORTUNITY

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance wit

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Jobcode: Reference SBJ-d2z945-216-73-216-182-42 in your application.