Credit Analyst Chargeback

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.

Role Responsibilities

As a Credit Analyst Chargeback you will be crucial part of our team, by managing the cards domestic recovery process from end-to-end, you will be distributing as required workload between other team members and making sure day-to-day Operations and processes run smoothly as well as coordinating proper exception management and escalate issues promptly to proper channels.

Key responsibilities include:

• Research credit card chargeback disputes for unpaid transactions and monitor disputed transactions.
• Coordinate the request and retrieval of proof of payment to support the dispute process and enhance that process as required.
• Validate appropriate data from internal and third-party systems and ensure an appropriate course of action is being pursued.
• Responsible for picking up chargebacks, collecting information, producing letters and loading them to automated tools, vendor portals or e-mail responses to defend them.
• Driving process automation by initiating, testing, and approving (RPA, system enhancements) solutions.
• Being responsible for KPI’s and for keeping a smooth, efficient and up to date rebuttal process for card collections to ensure all chargebacks are responded to on time.
• Drive continuous representment rates increase for specific processors.
• Be the main POC for card dispute processing and interface with multiple internal and external stakeholders including RPA, payment product, risk, processors and others.
• Prepare reports and perform presentations to management and different stakeholders on the results of the card collection process and improvements in huddles, MBRs and other relevant sessions.
• Work with management and OPEX team to establish required QA processes.

Role Requirements

• High school education required, university degree or advanced studies or relevant certifications preferred.
• Experience owning and leading processes, understanding digital payments or collections process and working with VISA and MasterCard disputes.
• Sound knowledge of VISA and Master Card dispute reason codes and relevant compelling evidence.
• Must be fluent advanced in English and Spanish (B2+).
• Proficient in Microsoft Excel and basic computer literacy.
• Ability to use reporting tools to process large quantities of data.
• Trouble shooting, analytical and time management skills.
• English level B2 or higher
• 2+ years of experience with multiple software tools and processor portals and demonstrable software literacy to monitor the correct performance of automated solutions.

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time.

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Skills & Requirements:

• Analytical Thinking
• Attention to Detail
• Problem Solving
• Critical Thinking
• Time Management
• Organizational Skills
• Stakeholder Management
• Communication Skills
• Decision-Making
• Adaptability
• Accountability
• Ownership
• Collaboration
• Multitasking
• Process Improvement Mindset
• Results-Oriented
• Investigative Mindset
• Teamwork
• Prioritization Skills
• Resilience

Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.