The Manager Merchant Risk Operations is responsible for managing merchant accounts for clients and supervise chargeback responses and fraud loss prevention. This role acts as the expert as it relates to payment processing in Card Present and Card Not Present environments. The Manager Merchant Risk Operations will manage full time employees and Festival University Students in the Merchant Risk Operations department. This will include: develop and maintain department curriculum, write department protocols, analyze data to reduce risk to the business, improve processes, and stay current with industry fraud trends to educate affected business units and clients. A key metric to indicate success for this role is a continued reduction in fraud rate (fraud chargebacks as percentage of total processing volume).
Manage existing merchant accounts for clients while supervising chargeback responses and fraud loss prevention. Train and supervise the Fraud Risk Analyst on existing fraud and chargeback protocols, fraud tools, standard business protocols, client communication, etc. Ensure that all response deadlines for chargebacks are met for the acquiring banks and that everyone in the department has necessary access credentials to perform their job duties.
Perform underwriting duties for external clients. Supervise chargeback and fraud review work for associated accounts. Assist Client Services and Business Development units by providing information regarding the program during the underwriting and onboarding process. Underwriting will include a review of the application, collecting required documentation to evaluate the credit status of the clients business to support the risk on the event, and working with the existing merchant account vendor to smoothly establish new business. Create and maintain any program related documentation, processes, and protocols. This may also include an evaluation of the Clients previous payment processing and chargeback history to determine any potential risk or areas of improvement to reduce risk while utilizing the ticketing services and Merchant Account Program.
Determine new fraud mitigation and prevention tools for the department. Work with the Fraud Risk Analyst to analyze accuracy of existing tools to prevent fraud and review high level fraud data to determine impact on business. Streamline the fraud review process to ensure efficiency. Work with the Engineering and Product department to integrate new tools into the existing ticketing software to yield best results.
Participate in PCI (Payment Card Industry) and internal company audits. This will include participating in the annual Quality Security Assessor audit as well as meeting with TAC auditors to answer any questions related to payment processing, chargebacks, and fraud protocols.
Interview, hire, and train new members of the Merchant Risk Operations department.
Oversee full time employees and Festival University Students in the department by providing guidance, answering questions, mentoring, conducting weekly department meetings, administering and recording performance and any necessary discipline. Evaluate employees on their role effectiveness and impact on the business.
Collaborate with Finance to establish additional locations with their acquiring bank (Bank of America Merchant Services) for Gingerbread Shed events by creating merchant accounts, American Express accounts, associated payment gateways, and helping to manage gateway users and their permissions. Additionally, other cross-company projects may be involved.
Manage projects for VP of Finance as needed, especially related to the implementation and enforcement of the company controls framework by performing reconciliation of merchant account statements and researching account discrepancies to assist the Finance department.
A minimum education level of: Bachelor of Arts/Sciences Degree (4-year). Area of study: Business, Accounting, Criminal Justice preferred.
A minimum of 3-5 years of related work experience
Experience handling chargebacks from acquirer or issuer
Experience with consumer or merchant fraud transactions
Experience leading teams
Solid critical thinking and organizational skills
Proficient with Microsoft Office programs (Word, Excel, Outlook) and the ability to learn required business systems such as accounting software
Ability to collaborate effectively in a team environment in order to meet company goals
Demonstrate situational awareness and professionalism with internal and external parties
Highly effective written and verbal communication skills, which includes presenting in front of small to large groups
Ability to learn quickly and apply that knowledge effectively
Proactive approach to learning tasks and tackling projects
Ability to effectively communicate complex issues
Experience in business, finance or accounting