Operations

• Monitor and act on chargeback queues for both Clio Payments merchants as well as Clio Billing Services
• Provide guidance to merchants on steps to take in defending themselves during the chargebacks process
• Obtain a deep understanding of chargeback reason codes and categories to support Clio Payments customers
• Become a subject matter expertise around Familiarization with chargeback rules and regulations pertaining to card brands (AMEX, Visa, MC, and Discover)
• Support customers by providing guidance around the documentation required in the event of a chargeback and provide steps to take on how to respond to such disputes and prevent future chargebacks
• Execute best practices for chargeback maintenance and prevention
• Actively review submitted evidence with merchants to increase likelihood of winning disputes
• Proactively contact clients in order to assist with chargeback support
• Respond to customer inquiries regarding general chargeback questions
• Work with the Chargebacks team to review and understand the reasons behind chargeback rulings
• Assist with updates of existing or new chargeback standard operational procedures
• Collaborate with cross-functional teams including Product, Technology, Finance, Customer Support, InfoSec, and Compliance teams to help deliver and operate new chargeback products and processes
• Act as an escalation point for the Customer Support team to investigate customer issues

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