Merchant Risk And Disputes Resolution Lead

3 settimane fa

Milano, Italia Scalapay A tempo pieno

The Mission We are seeking a highly skilled and motivated Merchant Risk and Disputes Resolution Lead to join our dynamic team. In this role, you will be responsible for developing and implementing robust standards, procedures, and policies to ensure an effective merchant risk onboarding and monitoring function at Scalapay.
Key Responsibilities: Develop and establish standards, procedures, and policies for merchant risk onboarding and monitoring.Review merchant risk escalations and daily merchant alerts to identify and address potential issues.Lead the design and implementation of a disputes and resolutions program, incorporating industry best practices for chargebacks and customer claims resolution.Collaborate closely with Operations and Engineering teams to understand system and program needs, ensuring successful development and implementation of resolution programs.Design and deliver performance metrics and frameworks to track merchant risk and disputes systems performance, working with the analytics team for data-driven enhancements.Ensure smooth roll-out of programs and provide expert guidance to internal stakeholders on the disputes management program.Gather and summarise data to provide information to the management team, prepare reports, and make presentations of findings, analyses, and recommendations.Preferred Qualifications: Significant experience in ecommerce, risk management, and disputes and resolution systems/policies.Strong organisational and time management skills, with the ability to work effectively in a fast-paced environment.MS/MBA degree or equivalent, or 5+ years of relevant experience in the payment industry, financial services, merchant risk management, customer service programs, or chargeback programs. Equivalent experience will be considered if without an MS/MBA degree.Proven track record of successfully working within a cross-functional team and across multiple stakeholders and geographies to deliver project outcomes.Demonstrates resilience, drive, and commitment, with the ability to work effectively in a constantly changing and pressured team environment.You have an understanding and experience of card schemes resolution policies (Visa/Mastercard) is a preferred qualificationWhy you should join Scalapay: Attractive packages based on skills and experienceInternational environment with significant challenges to be met every dayLots of opportunities to work with a team of industry tech leaders who are focused on delivering products that offer exceptional user experiencesPersonalised support to accelerate your professional growth and take ownership of the products you deliver: we want to help you growLatest technologies and being encouraged to bring your flair to the role.Recruitment Process: A quick chat with our Head of TalentThe first interview with the Hiring Manager to dive deep into your experiences and better understand your motivationA case study to test your hard skillsA final chat with Simone, our CEO
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