The main part of the role sees you responsible for the tracking, monitoring and analysing of all pre & post billing activities and associated data, ensuring any unexpected behaviour is flagged promptly to your Manager.  This includes  some manual processes and transactions around dispute management.

On occasions you will use your basic SQL skills to extract data to be able to respond to queries from within the team and from stakeholders across the business.

You will also be required to perform regular support processes as well as provide cover for colleagues in their absence.

Monitoring & Tracking - Dispute & Dispute Mitigation Processes (daily, weekly & monthly) - 60%

• Using the existing suite of dashboards and reports (Quicksight, SAS & Cognos) you will perform detailed analysis of all pre & post billing activities to identify any peaks, troughs or failures

This will require building up detailed knowledge of all aspects of dispute management and mitigation:

• Fraud
• Chargebacks
• Rapid Dispute Resolution
• VISA Compelling Evidence
• Ethoca

• Present your findings to clearly show where issues have arisen and quantify the impact of those issues (members and revenue) to VP Level (using a variety of mediums eg: Excel, PowerPoint)
• Collate accurate weekly and monthly reports for the VP & CEO around Fraud, Compelling Evidence & 3DS

Support Processes - 20%

      Complete all of the following manual tasks within their individual SLAs

• Action/process and track Pre-Arbitrations
• Manual Ethoca (fraud) alerts
• Manage the Ethoca Previously Cancelled Claim Process and keep line management appraised of refund values
• Support the weekly processing of Webloyalty white label rebate files
• Manage exceptions – Welcome Rewards to Credit Card
• Support the weekly processing of Brazil rebate / billing files

Invoicing - ad hoc (10%)

• Code invoices from our 3rd party vendors & processors (within 24 hours of receipt) on our in-house Documation system
• Maintain tracking sheets for invoices
• Flag any unexpected charges to your Manager and assist in resolving any issues

Other (10%)

• Create and run structured query language (SQL) across multiple databases and extract data to enable you to respond to ad hoc queries from within the team or from key stakeholders (can be trained)
• Maintain up -to-date playbooks for all processes
• Provide cover for absence for the Webloyalty Analyst or Helix Associate

• Educated to GCSE level in Mathematics & English
• Minimum 2 years’ experience of working across multiple business processes preferably within the payments industry (required)
• Ability to extract data from multiple databases using structured query language (SQL) and use the data to create reports to highlight trends (desirable)

Knowledge

Desirable but not essential:

• Knowledge of credit/debit card and bank processing within EU, UK, LATAM & US
• Basic knowledge of VISA & Mastercard Dispute Monitoring Programs / Ratios

Essential Skills

• A self-starter, with the ability to deliver high-quality work, and adapt to new challenges
• Able to efficiently manage own workload, under pressure and where priorities can change at short notice
• Proven delivery under pressure
• Literate and numerate with strong (written and oral) communications skills
• Excellent commercial awareness
• An eye for detail and right-first-time accuracy
• Good interpersonal skills and able to build relationships in order to work in a collaborative manner with partners

Scope of Responsibility:

• Monitoring and reporting of 37 million transactions annually, with a value of over $380 million per annum across EU, UK, LATAM and US
• Role interfaces with: internal business teams (Acquisition, Product, Finance, Customer Service) – to VP level