DTC Financial Operations Specialist

Team Connect is Poland’s leading nearshore and offshore IT provider. Since 2008 we successfully create and develop software for our clients.

We are also a proud certified Salesforce Partner. 

We specialize in Agile and DevOps-based software development. From the analysis stage through implementation. We develop backend, frontend, and mobile applications.

Currently, we are looking for: DTC Financial Operations Specialist.

Purpose of the job:

Main responsibility is to ensure all financial aspects of the D2C business are covered: from smoothly working payment systems, through to refunds (including manual refunds) and charge-backs. This role is responsible for managing and operating fraud filter tools and reporting any breaches to prevent loss. Closely working with local Customer Care, this role operationally supports customers in problems with payment vendors, refunds, and claims, as well as provides manual refund management when needed. D2C Operations function must build close relationships with Customer Care and Legal departments in order to ensure communication flow via appropriate standard operating procedures that will allow customers to efficiently receive refunds and/or chargebacks, as well as liaise with Platform Operations to support bug fixes whenever needed for third party payment providers.

KEY ACCOUNTABILITIES:

Operational:

• Payment supplier’s communication & investigation
• Chargeback processing
• Transactions monitoring and support
• Instalments support
• Warranty operational support;
• Open position handling and invoice support
• Customer Service escalation point; 

Strategic:

• Fraud filter management and operation, including creation and setup of filtering rules in line with business requirements and best market practices
• Clearing of current open items and investigation connected to it 
• Refund's control and management to assure refund processing in a timely and resource-efficient manner
• Disputes; request for information, chargebacks and manual refund processing according to legal requirements and operational procedures
• Feedback to other departments regarding customer issues related to payments and refunds
• Daily monitoring of the functioning of Payment Gateways, detecting any malfunctions and raising the bugs with appropriate stakeholders.
• Handling of any manual workarounds needed as a result of malfunctioning financial processes
• Cooperation with 3rd party providers

Skills needed:

• Methodical with high attention to detail/processes and routines;

Financial background and experience

Dispute handling experience

• Result and performance oriented;
• Effective stakeholder management;
• Strong analytical and excel skills;
• Clear leadership and resilience;
• Planning, risk, and mitigation assessment;
• Ability to thrive and deliver in a challenging and exciting environment;
• A C2 level of Polish (both written & spoken);
• At least B2 level of English (both written & spoken);
• Attention to detail;
• Proficient knowledge of Microsoft Excel;

Tools:

•  Jira;
•  SAP ERP
•  Microsoft Excel

We offer:

• Long-term cooperation
• Benefit package - Multisport, private medical care, life insurance
• Training budget
• Assistance with accounting issues in setting up and running a business.
• Free English lessons 
• Individual support from a dedicated company mentor