Chargeback Representative

Full job description
Excellent benefits including wellbeing days and more!
Join Kiwibank’s Chargebacks team and grow your banking career
Based in Auckland or Hasting with hybrid work arrangements
This is us. Where making an impact matters.

As a Chargeback Representative, you will take ownership of credit and debit card payment disputes and chargeback processes. In this role you will:

Manage the processes and customer interactions related to card payment disputes and chargebacks ensuring delivery within SLA and legislative requirements
Deliver positive customer interactions to internal stakeholders and external customers through professional, accurate, and timely communication
Investigate and assess disputed transactions, providing appropriate solutions within specified timeframes
Proactively escalate potential risks and manage any customer complaints and escalations
Support your team by sharing knowledge, contributing to team goals and strategy, and fostering a positive team culture
Champion continuous improvement by identifying and implementing process enhancements that benefit customers and the business
These duties may change from time to time to meet operational or other requirements
This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

Confident communicator with strong verbal and written skills; contact centre experience is a plus
Solid understanding of Visa Chargeback Policies or prior experience in chargeback processing
Strong analytical and decision-making skills to assess disputes and determine appropriate outcomes
Ability to plan, prioritise, and meet deadlines while managing customer expectations
Proficiency in Outlook, Excel, Word; familiarity with Power BI is advantageous
A collaborative team player who contributes to a safe and supportive work environment
You do not need to tick every box here to be considered!

Apply Now – applications close on Thursday 9 October. We will be reviewing resumes throughout the advertising period and reserve the right to withdraw the ad at any time.

This is us. Where you and your whānau matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.