July 21, 2024

Chargeback Level 3 Analyst

Job Description:
Electronic Payments is a leading innovator in developing and delivering payment and point of sale solutions to businesses nationwide. We have immediate, full-time positions available for Account Maintenance Specialists to join our operations team. Paid onsite training is provided.

Founded in 2000, Electronic Payments has spent the last two decades honing our mission to provide SMBs with innovative payment processing services that are affordable, reliable, and backed by 24/7 in-house support.

This position is multi-faceted. The ideal candidate is able to expertly navigate incoming case documents, communicate with clients on the responses needed to promote favorable outcomes, interface with the card brands, and also offer education and guidance to clients and staff to reduce and eliminate future chargeback cases.

Initial duties include developing and maintaining SOPs, training documentation, and a Best Practices Guide, as well as learning the chargeback management system. Additional duties include receiving and processing case documents, fielding calls from merchants to answering case related questions, and communicating with the Business Operations Team. Strong organizational skills, attention to details, and multi-tasking abilities are a must.

  • Utilize the chargeback management system
  • Receiving and reviewing chargeback and retrieval case data
  • Processing case paperwork to assist clients
  • Discussing case details with clients
  • Answering case-related questions and providing strategies to win cases and minimize future chargebacks
  • Monitoring and evaluating chargeback and retrieval responses
  • Processing notifications of case decisions or requests for additional documentation
  • Submitting case documents to card brands for review
  • Notating merchant accounts with relevant information on case details and interactions
  • Communicating with card brands as applicable
  • Developing, monitoring, and implementing procedural and system changes
  • Creating, and maintaining Chargeback Best Practices and Guides for merchant and agent distribution
  • Continually improving processes and reporting to drive efficiencies
  • Expertly navigate incoming case documents
  • Communicate via email and phone
  • Interact with clients to address concerns and resolve issues
  • Take ownership of requests and work them to completion
  • Multitask and manage client expectations
  • Properly escalate concerns that may require intervention
  • Effectively communicate and coordinate with internal departments
  • Maintain composure in stressful situations and project a professional image.

Experience and Skill Set:

  • Previous experience in the Merchant Service Industry required
  • 5+ years chargeback experience required
  • Experience using VROL, Mastercom, and Discover Chargeback Portal preferred
  • Reliable, Independent, Self-Starter
  • Detail Oriented
  • Strong organizational and time management skills
  • Proficient in Microsoft Word, Excel, and Outlook
  • Strong verbal and written communication skills
  • Professional approach to deadlines
  • Works well independently and in a team
  • Desire to learn with drive, ambition, and motivation for success
  • Spanish speaking bilingual candidates are a PLUS!

Full Time
Monday through Friday
9:00am – 6:00pm

Work Setting and Physical Requirements:

  • In office, onsite training
    Option to work hybrid schedule 2-3 days remotely after 6 months
  • Remote option available for the right candidate
  • Specific vision requirements include:
    • The ability to see at close range
    • The ability to see at a distance
    • Peripheral vision
    • Depth perception
    • The ability to adjust focus
  • While performing the duties of this job, the employee is regularly required to communicate information and ideas so others will understand.
  • Employee must be able to fulfill any duties normally expected in an office setting, including, but not limited to:
    • Remaining stationary for periods of time to perform computer-based work
    • Participating in filing activity
    • Moving/transporting supplies across the office for various needs (e.g. reams of paper, mail, etc.)
    • Move about inside the office
  • Frequently required to sit, stand, walk, use hands to feel, and reach with hands and arms
    • Occasionally lift and/or move up to 20-40 pounds
    • Fine hand manipulation/keyboarding


  • Competitive Compensation
  • Healthcare including Medical, Dental and Vision
  • 401k with matching
  • Paid Time Off (PTO)

Electronic Payments is an equal opportunity employer.
We don't discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It's our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

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