Mercari provides a hassle-free and secure way to buy and sell items straight from your mobile device or tablet.
• SELL in seconds
• BUY safely and securely
• RATE your buyers and sellers
Mercari is #1 in its class for mobile C2C apps in Japan, operational expansion in the US is crucial in building a global brand. We are looking for a highly motivated and resourceful individual for the newly created role, Chargeback Specialist.This position focuses on investigating and resolving chargeback/disputes as well as proactively reviewing transactions to prevent disputes. Disputes that are not processed efficiently and effectively can result in financial loss. With detailed transaction research and analytical skills, you will also monitor statistics on chargebacks to timely identify potential problems and solutions. You will implement best practices for fraud prevention to reduce overall risk for the business. This role will report to the Controller. This position is located in our San Francisco office.
• Process disputed charges per established procedures to avoid financial losses • Proactively review transactions to detect fraudulent activity and take action to prevent chargebacks • Standardize procedures on disputing chargebacks, improve accuracy and speed of the process • Collaborate with Risk Management team to develop strategies to identify and reduce fraudulent claims • Collaborate with Controller, VP Finance & Operations and other stakeholders to improve fraud prevention, reduce chargebacks and improve the customer experience • Monitor and analyze chargeback levels and provide regular reports to senior management teamCollect and analyze chargeback data to spot patterns and trends • Collect supporting documentation to represent cases • Support internal staff with chargeback risk, information and education • Research Visa/Mastercard/Discover/American Express rules and regulations to improve dispute strategy • On some occasions, speak to customers to resolve disputes • Resolve customer support issues related to disputes • Review seller requests to cash out • Reconcile seller payouts and return funds to sellers for ACH rejects • Work with customer operations team to align risk policy • Enter AP invoices and employee expense reimbursement in Accounting system • Manage and Reconcile Fixed Assets • Prepare weekly AP payment, deposit checks • Update shipping claims • Other accounting and clerical duties and responsibilities as assigned
• 2 years of experience in a similar role • Bachelor Degree in Accounting/Finance • Exhibit a spirit of strong ownership, pride and passion in one’s work • Project Management skills/Strong analytical skills • Familiar with Card Associations rules and regulations • Working knowledge of credit card and Paypal dispute process • Solid understanding of fraud and risk • Must operate with a sense of urgency, ability to prioritize to ensure deadlines are met • Detail-oriented, accurate, strong problem solving and time-management skills • Strong working knowledge of excel (proficiency with pivot table, vlookup) • Ability to work well under pressure, demonstrate resourcefulness and follow-through. • Effective verbal and written communication skills • Ability to work both independently and in a team environment with high level of professionalism • Thrive in a fast-paced business environment • Ability to maintain confidentiality