Chargeback Analyst

at  GoDaddy

• R021154
• Romania
• Regular
  Location Details: Remote, Romania
  At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.
  This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.

YOUR EXPERIENCE SHOULD INCLUDE…

• 1+ years experience in fraud and/or chargebacks
• Skilled in Microsoft Excel and Word
• Experience working in a metric/queue environment
  We’ve got your back… We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.
  We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.
  About us… GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.
  At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.
  GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.
  Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com.

• Represent the department professionally in talking to both internal and external customers via chat and JIRA tickets to resolve customer inquiries related to payment disputes
• Follow standard procedures to identifying the best evidence to create documentation for rebuttals to payment disputes in a timely matter in order to recover funds and limit losses for the company
• Prevent use of unpaid services and ensure that, once paid, customers have access to their services in a timely manner
• Address customer service issues as necessary – requires routinely balancing the need to protect the company with the importance of a good customer experience to consider the long-term impact of decisions
• Propose and/or implement work processes to increase efficiency, payment dispute recovery rates, or improve customer service
• Maintain comprehensive training materials for the department, proposing modules as necessary for new payment methods, processors, or dispute variations
• Upon request, perform the job duties of a Fraud Detection Analyst
• Fraud Detection Analysts analyze customer accounts to determine if fraudulent activity is present. There are numerous reasons orders might be considered fraudulent. Fraud Detection Analysts are required to know the path to uncover questionable orders as quickly as possible. The goal of this department is to provide timely service to customers while controlling losses to the company.