Chargeback Operations Team Lead

About Sezzle:

Sezzle is a cutting-edge fintech company dedicated to financially empowering the next generation. With only one in three millennials owning a credit card and the majority lacking their desired credit scores, Sezzle addresses these challenges through a payment platform that offers interest-free installment plans at online stores. By increasing consumers' purchasing power, Sezzle drives sales and basket sizes for thousands of eCommerce merchants that it partners with. Sezzle is a cutting-edge fintech company whose long-standing mission is to financially empower the next generation. Only one in three millennials own a credit card, and the vast majority of millennials possess a subprime credit score or no score at all. To address these problems, Sezzle has built a payment platform that increases purchasing power for consumers by offering interest-free installment plans at online stores. This increase in purchasing power for consumers leads to increased sales and basket sizes for the numerous eCommerce merchants that currently work with Sezzle. As the first and only B-Corp in the payments space, Sezzle’s goal is to help everyone pursue financial freedom, and to invest in social good and ethical initiatives that shape a better world. At Sezzle, we’re committed to putting purpose alongside profitability. We work hard to maintain rigorous standards of social and environmental performance, accountability, and transparency to build a better world. The employees at Sezzle lean into significant societal and cultural shifts, ensuring internal and external focus on positive impacts that benefit our community.

About the Role: 

Sezzle is seeking a Chargeback Operations team lead who will direct the daily operations of the Chargeback processing team. As the Chargeback Operations team lead, you will be responsible for managing daily chargeback operations and team performance, analyze trends and advise management, identify process and product improvements and make recommendations. We are seeking a talented and motivated Chargeback Operations Team Lead who is best in class with a high IQ plus a high EQ. This role presents an exciting opportunity to thrive in a dynamic, fast-paced environment within a rapidly growing team, with abundant prospects for career advancement.

What You'll Do:

• Measure and track team and team member performance.
• Ensure adherence to department processes and company policies to meet performance metrics.
• Analyze data to alert Risk Operations management on developing fraud trends, scam merchants, product features and processes that lead to disputes and chargebacks.
• Identify and recommend process improvements and product enhancements to increase productivity and chargeback win rates while maintaining high quality standards.
• Maintain adequate staffing levels to ensure chargebacks are processed before response deadlines.
• Advise on staffing as necessary based on incoming chargeback volumes and complexity.
• Coach and advise team members by providing them with guidance and training resources for career development.

What We Look For:

• Minimum two years management experience or relevant experience in managing an operations team in e-commerce or banking.
• Bachelor’s degree in an accredited academic institution.
• Proficiency in word processing and spreadsheet software; Google Suite or Microsoft Office.
• Ability to safeguard confidentiality of personally identifiable information (PII) displayed in documentation received and systems used.
• Experience in analyzing data and comfortable making impactful decisions in a fast-paced and sometimes ambiguous environment
• Attention to detail and ability to multitask
• Excellent problem-solving and analytical skills
• Strong business judgment and communication skills

Preferred Qualifications:

• Four years of fraud prevention and/or chargeback processing experience
• Two years of management experience in fraud prevention and/or chargeback operations.
• Experience in payment processing concepts and procedures.
• Knowledge of card network (Visa, MasterCard, Discover, American Express) chargeback rules and requirements.
• Experience in using chargeback or fraud case management software.

About You:

• You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
• You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things
• You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
• You earn trust - you listen attentively, speak candidly, and treat others respectfully.
• You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
• You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

What Makes Working at Sezzle Awesome:

At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire. 

Equal Employment Opportunity: Sezzle Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, pregnancy, or any other legally protected status. Sezzle recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting our mission.

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