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Chargebacks Specialist

Clio

Clio

Multiple locations
Posted on Thursday, February 29, 2024

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. We are continuing to grow at an increasingly fast pace both domestically and internationally, and are now seeking a highly motivated and skilled Chargebacks Specialist to join our growing Payment Operations team.

Who you are:

We are looking for an experienced and data-driven individual, with strong chargebacks and payment operations experience to join our team as Chargebacks Specialist. The candidate will have a critical role in influencing an innovative approach around the design and implementation of the chargeback function with the customer at the center of all decisions.


What your team does:

The Payment Operations team, led by the Director of Payment Operations, is one of Clio’s fastest growing departments, responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function sitting within the broader COO organization at Clio, which is focused on driving results for the company through strategic, operational, and data-driven improvements.

What you'll work on:

  • Monitor and act on chargeback queues for both Clio Payments merchants as well as Clio SaaS services

  • Provide guidance to merchants on the following

    • Overall understanding of chargeback reason codes and categories

    • Familiarization with chargeback rules and regulations pertaining to card brands (AMEX, Visa, MC, and Discover)

    • High knowledge of necessary documentation required in the event a chargeback and how to respond to such disputes

    • Best practices for chargeback maintenance and prevention

  • Active reviewing of submitted evidence with merchant to increase likelihood of winning representments

  • Proactively contact clients in order to assist with chargeback support

  • Respond to client inquiries regarding general chargeback questions

  • Investigate justification of chargeback resolutions with Payment Operations team and Senior Chargeback Specialist

  • Assist with updates of existing or new chargeback standard operational procedures

  • Collaborate with cross-functional teams including Product, Technology, Finance, Customer Service, InfoSec, and Compliance teams to help deliver and operate new chargeback products and processes

  • Act as an escalation point for the Customer Service team to investigate customer issues

What you bring:

  • You’re a specialist with experience in the overall chargeback management function.

    • Direct experience working with modern fintech / BaaS companies such as Stripe, Adyen, Worldpay, Fiserv, AirWallex, Plaid etc highly desirable

  • You have an Inquisitive ability to find out “why” things are occurring with the determination of task completion with a high level of quality.

  • You act as a partner who can work cross-functionally with Payment Operations, Customer Success, and Financial teams across the company

  • You have a data-driven mindset and highly analytical with the desire and ability to dig into metrics to derive insights and drive decisions

  • Bachelor’s degree in Business, Economics, Finance, Science, Technology or equivalent experience.

  • Minimum 4 years chargeback management experience, preferably within the payment card industry in vertical SaaS Fintech enabled organizations.

  • Minimum 1-2 years of chargeback task oriented experience, preferably handling chargebacks at a merchant or card processor.

  • Intermediate to advanced chargeback knowledge and experience.

  • Proficient use of chargeback solutions.

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

  • Good judgment and demonstrated sound decision-making skills, with a proactive approach to problem-solving.

  • Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment and work independently.

  • Demonstrated strong interpersonal and communication skills, both written and oral.

  • Demonstrated customer centric approach.

  • Strong computer skills, with advanced skills in Excel mandatory.

Bonus points if you have:

  • Familiarity with risk-based transaction monitoring systems is a plus

  • A proven track record of working in financial technology companies.

  • Experience working with Stripe and Stripe Radar, Seon, Sift, Trulioo or similar.

  • Fluency in French.

  • Experience in coding languages, such as SQL or python.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

  • The expected salary range* for similar roles within Clio is: $68,000 - $92,100 CAD

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.

  • Flexible time off policy, with an encouraged 20 days off per year.

  • $2000 annual counseling benefit

  • RRSP matching and RESP contribution

  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers