Chargeback Disputes Analyst - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Intro
The Global Payment team of U.S. Data Security department of TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on - to ensure that users have a smooth and secure payment experience on TikTok platform.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
Do you excel in offering exceptional customer support and have a strong foundation in payment processing? We're looking for a dedicated Chargeback Disputes Analyst to strengthen our TikTok team, ensuring exceptional service to our global users. As a Chargeback Disputes Analyst with expertise in payment processing, you'll be pivotal in handling payment disputes and guaranteeing a hassle-free journey for our valued customers. Responsibilities will include the following:

- Transaction Investigation: Perform thorough examinations and analyses of cardholder disputed transactions, adhering strictly to card scheme regulations.
- Chargeback Oversight: Review daily processing system reports related to chargebacks and retrievals, ensuring accuracy and compliance.
- Fraud Detection: Recognize patterns indicating potential fraudulent activity and take the necessary measures to resolve issues escalated by the team.
- Regulatory Adherence: Stay updated with the latest card scheme rules and regulations, ensuring all processes align with these standards.
- Risk Team Collaboration: Provide support to the risk team in various initiatives, contributing to ad hoc projects as required.
- Team Goals Achievement: Operate both individually and collaboratively with peers, working diligently to realize the overarching objectives of the risk team.

Qualifications

Minimum Qualifications
- Professional Background: A minimum tenure of 4 years deeply immersed in Chargeback Management, Payments Processing, or related field.
- Industry Proficiency: Strong foundational knowledge of the payment technology sector, with a particular emphasis on the chargeback/dispute lifecycle.
- Communication Prowess: A confident communicator, equipped with the skills to engage seamlessly across all echelons, complemented by the capability to work in tandem with cross-functional teams.
- Collaborative Ethos: Demonstrated ability to foster relationships and collaborate efficiently with various departments to achieve shared goals.
- Analytical Acumen: Solid grasp of the intricate details of payment processes, allowing for adept identification and resolution of relevant challenges.

Preferred Qualifications
- Experience in e-commerce or digital payment industries.
- Familiarity with SQL, Python, or other data analysis tools.
- Experience working with fraud detection and prevention systems.
- Previous experience with chargeback management platforms(e.g., Ethoca, Verifi, Accertify, Cybersource).
- Demonstrated ability to develop and implement process improvements in a chargeback management environment.
- Understanding of cross-border payment processing and related chargeback rules.
- Strong pr