Customer Service Specialist & Charge Back Analyst

• Oversee the full lifecycle of credit card disputes, from intake through resolution, using internal platforms and card network portals
• Create well-supported rebuttal packages by gathering records, organizing evidence, and preparing clear documentation for submission
• Review chargeback activity and service data in Excel to identify patterns, measure performance, and produce useful reports or visual summaries
• Deliver responsive customer support in a busy in-person setting, helping resolve questions and service-related issues efficiently
• Assist with front-facing service tasks as needed while balancing analytical and operational responsibilities behind the scenes
• Recommend and help implement better procedures, reference materials, and standard operating practices to strengthen the chargeback function
• Partner with finance and customer service colleagues to ensure accurate handling of disputes and a smooth customer experience
• Manage a substantial monthly dispute workload while maintaining accuracy, timeliness, and consistency

• Prior experience handling chargebacks or payment disputes from initial review through final resolution
• Strong Excel skills with the ability to organize data, spot trends, and create reports, tables, or charts
• Background in customer service, including experience in high-volume support or call center environments
• Ability to work effectively in a fast-paced setting that blends customer interaction, administrative processing, and analysis
• Clear written and verbal communication skills with a detail-oriented approach to internal and external interactions
• Self-directed mindset with the ability to identify gaps, suggest improvements, and follow through on process enhancements
• Bilingual language skills are welcomed and considered an advantage

Bilingual language skills are welcomed and considered an advantage

• medical, vision, dental, and life and disability insurance
• 401(k) plan