Merchant Chargeback and Investigations Specialist

We're looking for a Merchant Chargeback Specialist with a focus on credit risk monitoring to join our team in the Tallinn office!

The Merchant Chargeback & Investigations team is a small, autonomous yet impactful team in the exciting Wise world. Our aim is to create a secure platform for PayFac merchants by conducting regular account risk reviews, specifically focusing on potential fraudulent or suspicious activity, while also defending PayFac chargebacks raised against Wise and ensuring we recover as much as possible. We stay compliant with card scheme rules and relevant regulations while supporting product teams with new initiatives and pushing our partners to excel with us.

Our aim is to constantly improve our operations and support the Wise mission. We work closely with other teams such as Receive Risk, Fraud and more. We currently have two ownership areas, PayFac Risk Monitoring and PayFac Chargebacks, and our vision is to be the PayFac Risk and Chargeback SMEs in Wise. We are looking for someone enthusiastic and ambitious to bring their impact to our mission.

What you'll get to do:

• Conduct Credit Risk Monitoring reviews on PayFac merchant accounts, utilising your investigative skills to identify and act on potential risks, keeping our platform safe from bad actors.
• Deep dive into merchant activity to detect fraudulent, suspicious, or non-compliant behaviour and take appropriate action.
• Deep dive into PayFac Chargebacks raised against Wise and compile appropriate defences.
• Provide world class support to our customers via email, if needed, in order to aid the defence of chargebacks.
• Learn and understand the relevant regulations and guidelines of card schemes.
• Collaborate with external stakeholders such as Payment Service Providers, Outsourcers, Card schemes and issuers.
• Drive continuous improvement through brainstorming, case deep dives and collaboration with stakeholders.