Senior Chargebacks Specialist Jobs

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

In line with our mission, we’ve been up to some big things, securing a US$110M Series E funding round which came with a US$1.6B valuation, which we have started using to develop the world’s leading payments and financial product suite, built specifically for lawyers.

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. We are continuing to grow at an increasingly fast pace both domestically and internationally, and are now seeking a highly motivated and skilled Senior Chargebacks Specialist, with a strong track record in Fraud and Risk Management, to join our growing Payment Operations team.

Clio is looking for an experienced and data-driven individual, with strong chargebacks and payment operations experience to join our team as Senior Chargebacks Specialist, based out of Toronto. The candidate will have a critical role in influencing decisions related to product and customer experience, while balancing process and risk.

What your team does:

The Payment Operations team, led by the Director of Payment Operations, is one of Clio’s fastest growing departments, responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function sitting within the broader COO organization at Clio, which is focused on driving results for the company through strategic, operational, and data-driven improvements.

What you’ll work on:

• Expand and refine on chargeback strategies for merchants (self-serve vs product led) for different customer cohorts to maximize win rates and deliver excellent customer experiences
• Manage the relationships with the key third-party service providers & partners who are required to deliver these chargeback services to our customers
• Collaborate with cross-functional teams including Product, Technology, Finance, Customer Service, InfoSec, and Compliance teams to help deliver and operate new chargeback products and processes
• Oversee reconciliation and financial reporting for the chargeback function, including migrating away from manual reconciliation in favor of more efficient processes.
• Act as an escalation point for the Customer Service team to investigate customer issues
• Build out the Chargebacks function within the payments and financial services business unit that manages the day-to-day operations of our chargeback process
• Define and implement support flows, processes, and procedures to address and resolve in-market incidents and issues

Who We’re Looking For

• Fintech expert, in the areas of operations, risk management, accounting and finance. Banking experience also highly desired, with experience in acquiring and/or issuing, specifically as it relates to compliance, fraud and risk management
• Direct experience working with modern fintech / BaaS companies such as Stripe, Adyen, Worldpay, Fiserv, AirWallex, Plaid etc highly desirable
• Ability to think and operate at a “strategic level,” but drive execution on a “tactical level” with the willingness to roll-up sleeves
• Data-driven mindset and highly analytical with the desire and ability to dig into metrics to derive insights and drive decisions
• Influencer, partner, and leader who can work cross-functionally with engineering and financial business teams across a company to set and deliver on product vision

What you may have:

• Ability to analyze data and discern trends.
• Bachelor’s degree in Business, Economics, Finance, Science, Technology or equivalent experience.
• Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment and work independently.
• Demonstrated customer centric approach.
• Intermediate to advanced experience with SQL is a plus.
• Minimum 2 years experience in fraud and risk management within a financial services organization.
• Ability to work in a fast paced environment and maintain a very high attention to detail.
• Minimum 4 years chargeback management experience, preferably within the payment card industry in vertical SaaS Fintech enabled organizations.
• Strong computer skills, with advanced skills in Excel mandatory.
• Good judgment and demonstrated sound decision-making skills, with a proactive approach to problem-solving.
• Demonstrated strong interpersonal and communication skills, both written and oral.
• Advanced chargeback knowledge and experience.
• Familiarity with risk-based transaction monitoring systems is a plus.

Serious bonus points if you have:

• Experience working with Stripe and Stripe Radar, Seon, Sift, Trulioo or similar.
• A proven track record of working in financial technology companies.
• Fluency in French.
• Additional coding languages, such as python.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers