Title:  Assistant Manager - FRM

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

We are looking for an enthusiastic professional to strengthen the team - Dispute Management and Merchant onbaording. This department is responsible for chargebacks, merchant onboarding and much more. Responsible for research and resolution of customer chargebacks/ Onboarding. Requires detailed transaction research, analytical skills, and documentation of actions taken, cardholders, and others as appropriate. 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.

Day-to-Day Responsibilities​

• Efficiently handle disputes for our clients by analyzing all relevant documentation and evidence to determine the appropriate course of action.
• Prepare and maintain comprehensive daily reports to track the status and outcomes of disputes, ensuring transparency and accountability.
• Actively participate in daily meetings to discuss escalations and collaboratively work towards effective resolutions.
• Develop a thorough understanding of our client's business models to enhance your ability to evaluate documentation and evidence accurately.
• Support and contribute to achieving the SLAs by meeting or exceeding performance targets and deadlines.

Signs of success:  

• Delivery of agreed SLA/quality targets for the relevant processes in accordance with all internal procedures 
• Ensure adequate level of competence and engagement within the team 
• Ensure that all enquiries are dealt with in accordance with the performance and service standards 
• Managing customer satisfaction using the First Time Right indicator 
• Good knowledge of the English language
• Strong customer orientation
• Structured and solution-oriented way of working, commitment and team orientation

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at Jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.