Payment Operations Analyst
Job Summary
Job Description
The Payment Operations Analyst at DAZN will be responsible for researching and resolving customer chargebacks. This involves detailed transaction research, applying bank and card industry regulations, and documenting actions taken. The role requires excellent analytical and communication skills, including phone calls with merchants and cardholders. The analyst will also compile chargeback statistics to identify patterns and improve customer service. This position is based in Hyderabad, India and reports to the VP of Payment and Risk Operations. The role involves working with multiple global teams and requires proficiency in MS Word and Excel. The ideal candidate possesses strong attention to detail, organizational skills, and a proven ability to meet deadlines. Previous customer service experience and understanding of customer service metrics are preferred.
Must have:
- Research and resolve chargebacks
- Detailed transaction research
- Apply bank and card regulations
- Excellent communication skills
- Proficiency in MS Word and Excel
- Meet deadlines
Good to have:
- Previous customer service experience
- Understanding of customer service metrics
Perks:
- Access to DAZN
- Annual performance-related bonus
- Family-friendly community
- Free access to mental health platform
- Learning and development resources
- Access to internal speaker series and events
2 skills required
Job Details
Disrupting an industry is an ambitious challenge! We are playing more hours of live sport than any other broadcaster anywhere in the world and we are on a journey to change the game for sports fans! We are committed to bringing sport to fans in an affordable, accessible, and flexible way. Our Customer Service team is key to DAZN’s success.
Join DAZN as a customer service agent to deliver a World class experience to all DAZN customers globally, working in a 24/7 environment in our Hyderabad office. You will be the first touchpoint for our users and will use your excellent customer service skills to enhance DAZN’s reputation as the number one live sport destination.
This role will be based in our brand-new Hyderabad office. Join us in India’s beautiful “City of Pearls” and bring your ambition to life. Benefits will include access to DAZN, an annual performance related bonus, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources and access to our internal speaker series and events.
As a Payment Operations Analyst you will be:
- Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on charge backs for use by the company in identifying patterns and improving overall customer service.
- You will be part of the Payments team and Reporting to the VP of Payment and Risk Operations locally, who are responsible for minimizing DAZN online fraudulent and chargeback activities and improving our internal fraud systems.
- The Payment Operations Analyst is responsible for performing research on incoming chargebacks. PRINCIPAL RESPONSIBILITIES:
- Review daily incoming documentation in response to chargeback notifications from financial institutions
- Review incoming journals and validate if the documentation supports filing a representment with the financial networksnetworks
- Review transaction to determine the appropriate network routing and then ensure network representment rules are met before submitting to the network for credit
- Perform any necessary research and look up specific transaction details that need to be included with the representment case
- Gain broader business experience by working with multiple global teams
SKILLS AND ABILITIES REQUIRED:
- Business level English (C1)
- 1-2 years of experience in chargeback processing preferred
- Excellent attention to detail and organizational skills
- Ability to meet deadlines
- Strong written and oral communication skills
- Previous work experience in a customer service environment preferred
- Good understanding of customer service metrics such as Average Handling Time, Average Response Time, First Time Right, etc
- Strong focus on quality and ambition to deliver quality response to Finance institutions
- Teamwork and willingness to adapt to DAZN processes
- Proficient in MS Word and MS Excel
- Ability to work in an environment with daily changes
- Ability to be self-motivated and quickly learn new procedures
- Excellent problem-solving skills
- Must be able to work well with others, specifically with a team
- Ability to work overtime, holidays and weekends as required
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team, you’ll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
AMBITIOUS – people who want to make a big impact and drive DAZN forward.
INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.
PASSIONATE – people who are proud of our product, our content, and our business – and love to shout about it. People who love what they do and show commitment every day.
BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.
SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
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