Senior Chargeback Specialist

Reverb•Chicago, IL

2d•Hybrid

About The Position

The Senior Chargeback Specialist is a key driver of financial integrity within the Trust & Safety department. This role is responsible for minimizing financial loss and maximizing operational efficiency across the dispute lifecycle. This is a strategic individual contributor position that balances effective execution with the pursuit of bottom-line optimization. You will not only resolve complex disputes but also identify systemic improvements to reduce the total cost of fraud and chargebacks. The ideal candidate is an agile and data-driven problem solver who understands that effective risk management is a balance of protecting revenue, optimizing operations, and preserving the customer experience. This is a full-time, hybrid position reporting to the Director, Trust and Safety team. Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms.

Requirements

Financial & Risk Expertise: Deep subject matter expertise in chargeback dispute resolution, processor rules and regulations, and payment processing within the e-commerce industry.
Analytical Rigor: Highly detail-oriented with strong analytical skills. You have a proven ability to use data to identify trends, recognize anomalies, and influence business decisions that impact the bottom line.
Leadership & Coaching: Experience mentoring or coaching peers or BPO partners, with a focus on delivering methodical results and maintaining operational continuity.
Strategic Problem Solving: Ability to break down complex business questions and communicate actionable insights to diverse audiences, always with a focus on efficiency and integrity.
Technical Proficiency: Experience with third-party fraud prevention and risk tools.
Autonomy & Precision: High degree of autonomy in managing responsibilities and proactive communication. You are adept at balancing multiple priorities while thinking strategically and delivering results in a fast-paced environment.
Adaptability: A quick learner who can work independently in an evolving marketplace, adapting quickly to changes in payment regulations, fraud vectors, or internal processes

Nice To Haves

Experience with Accertify Chargeback Management is not required but highly preferred.

Responsibilities

Financial Loss Mitigation: Execute the end-to-end chargeback process with a relentless focus on maximizing recovery rates. Gather compelling evidence and manage correspondence to defend against illegitimate disputes and reduce net loss aggressively.
BPO Coaching & Quality Assurance: Provide daily operational guidance and performance coaching to two TaskUs BPO agents. Ensure their workflows are optimized for speed and accuracy, maintaining high-quality standards that protect Reverb’s financial interests.
Operational Efficiency & Automation: Proactively identify strategic gaps and opportunities for automation and successful recovery within chargeback workflows. Streamline manual processes to reduce the cost per dispute and improve the scalability of the risk function.
Root Cause Analysis & Remediation: Lead in-depth investigations into chargeback trends to identify the "why" behind dispute drivers and losses. Develop and document remediation plans to strengthen internal controls, preventing future loss and improving overall business health.
Cross-Functional Strategy: Serve as a subject matter expert for Product, Engineering, and Analytics. Collaborate to ensure that chargeback impacts and inter-dependencies are surfaced to product roadmaps to enhance the efficiency of our risk infrastructure.
Bottom-Line Reporting: Maintain and analyze core metrics that drive chargeback performance. Prepare retrospectives and post-mortems that translate complex dispute data into actionable business strategies focused on revenue retention and loss prevention.
Knowledge Management: Ensure all SOPs and training resources are up-to-date. Act as a resource for the broader T&S team, solving complex challenges and removing obstacles that hinder team performance or financial recovery

Benefits

100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
Life, AD&D, and supplemental long-and short-term disability insurance
A matching 401(k)
A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
18 weeks of gender-neutral parental leave for the birth or adoption of a child
Up to $25,000 reimbursement of adoption and/or surrogacy-related expenses
Paid sabbatical program
Annual work/life stipend
Ways to give back to your community through volunteer time off