About the role

• Complete the review and assessment of each application within agreed SLA’s
• Utilize risk tools to monitor and investigate merchant processing activities, respond to customer inquiries, and verify transactions
• Review / analyze daily, weekly, monthly reporting for increased credit risk, transactional variations, dispute activity, and fraud patterns. Provide recommendations on rectifying these accounts.
• Monitor merchant activities for compliance with applicable laws, rules, regulations, and policies
• Review / analyze financial, credit and publicly available information to support actions and decisions
• Work closely with other departments and relationship managers to communicate identified risk concerns on accounts and facilitate resolutions
• Answer internal and external inquiries specific to risk, fraud and chargebacks
• Manage personal schedule by independently scheduling meetings, projects and providing technical assistance when appropriate.

Skills & experience

• Customer service experience
• Strong Fraud or Risk experience, preferably in Ecommerce, SaaS or Payments.
• Understanding of Card Brand rules and regulations
• Chargeback support knowledge and experience
• Ability to analyze information, identify and articulate problems and trends in a fast-paced environment
• Proficiency of Microsoft Office products
• Strong verbal and written communication skills
• Demonstrated persistence to see projects through completion and the ability to work independently and in a team environment
• Able to adapt writing to match MINDBODY’s tone of voice and style.
• Continually looks to improve his/her knowledge of the product and service.
• Experience in SQL a plus