Job description
At Patrianna, we are driven by our passion to deliver world-class gaming experiences to millions of players across the globe. As a dynamic and international team, we embrace a collaborative, remote-working culture, focused on innovation and excellence in everything we do. We are seeking a detail-oriented and proactive Chargeback Analyst to join our growing team. In this role, you will play a key part in protecting our business and players by managing chargeback disputes, investigating fraud, and ensuring seamless transaction processes. If you’re looking to contribute to a fast-paced, forward-thinking company that is dedicated to being a leader in the gaming industry, we’d love to hear from you!
Areas of Responsibility
• Review, investigate, and resolve chargebacks accurately and in a timely manner while adhering to rules and regulations.
• Detect, investigate and perform risk analysis regarding reported chargebacks and return transactions.
• Perform investigations not limited to validation of banks, credit card issuers, phone matches, IP search, external checks etc.
• Make decisions based on the results of the fraud investigation and place the appropriate sanction or restriction.
• Prepare and submit chargeback responses according with internal SLAs and different Card Scheme’s Dispute Processing.
• Answer concerns from other departments regarding chargeback concerns.
• Review transaction reports for suspicious activity. Perform patterning as needed.
• Analyse account history and trends and take appropriate actions on accounts.
• Monitor dispute rate and maintain and provide detailed reports of all chargebacks received and status update.
• Monthly reconciliations between chargeback won, updates and bank accounts.
• Contribute best practice recommendations for chargeback reduction and process improvement.
• Work collaboratively with other teams, communicate chargeback irregularities and fraud trends, and share
suggested handling and sanctions to minimize fraud.
What we are looking for…
• Experience in chargeback or dispute processing.
• Previous Experience with Microsoft Office/Google Workspace (Gsheets/google docs) is a must.
• In-depth knowledge of Visa/MasterCard rules and procedures.
• Experience with USA/European gaming accounts is preferred.
• Strong attention to detail and accuracy.
• Excellent time management and organizational skills.
• Proficient in written and spoken English in a professional business environment.
• Proven ability to solve problems quickly and efficiently.
• Capable of multitasking, prioritizing, and managing time effectively without requiring close supervision.
• Strong interpersonal, communication, and presentation skills.
• Able to perform well under pressure.
• Proactive mindset, with the ability to suggest improvements to processes and systems.
Important Requirements
• Willingness to work outside on a shifting schedule/weekend/holidays
• You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection
with the below requirements:
• PC – Intel i5 4th Gen (or higher) – self provided
• Minimum OS Version: Windows 10 or higher
• Internet browser (preferably Chrome – but can use Edge, Firefox, etc.)
• Minimum RAM: 8 GB
• Minimum HDD Space: 1 GB
• Headset: USB Headset (noise-canceling)
• Web Camera (for team meetings)
• Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is
required.
• Backup Internet provider
Benefits
• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky’s the limit for your career
