Chargeback Specialist I - AXS

<p>AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.</p> <p>We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. &nbsp;</p> <p>&nbsp;</p> <p><strong>The Role</strong></p> <p>AXS is seeking a detail-oriented Chargeback Specialist I to join our team in Los Angeles, CA. This role is responsible for researching customer payment disputes and responding to those that are fraudulent or fall outside the company's or card network's refund policies.</p> <p>&nbsp;</p> <p><strong>What Will You Do?</strong></p> <ul> <li> <p>Research and respond to customer payment disputes (chargebacks) using data from internal order processing systems, payment data, and 3rd party risk analysis software.</p> </li> <li> <p>Monitor daily chargeback order queues to ensure timely resolution and maintain organized workflows.</p> </li> <li> <p>Maintain chargeback KPI’s (dispute metrics by reason code and business unit).</p> </li> <li>Communicate orders canceled as a result of a dispute to the relevant parties.</li> <li> <p>Assist in building new processes and procedures to improve chargeback workflow and improve chargeback win rates.</p> </li> </ul> <p>&nbsp;</p> <p><strong>What Will You Bring?</strong></p> <ul> <li>1-2 year of previous experience working with chargeback queues in a CNP/Digital goods electronic payment environment OR experience in the ticketing industry.</li> <li>Familiarity with the card brand dispute management process, coding, and gathering of supporting evidence.</li> <li>Well organized and enjoys thinking about process and how to improve it.</li> <li>Strong communication skills.</li> <li>Team player (ability to work collaboratively and cooperatively with others).</li> <li>Comfortable with technology and able to learn new systems and software quickly.</li> <li>Familiarity with Excel.</li> </ul> <p><strong>Bonus points if You Have</strong></p> <ul> <li>Previous experience with customer payment disputes (chargebacks).</li> </ul> <p>&nbsp;</p> <p><strong>Pay Scale: &nbsp;</strong>$18.50- $23/ hour</p> <p><strong>Bonus: </strong>This position is not eligible for a bonus under the current bonus plan requirements.</p> <p><strong>Benefits: Full-time: </strong>We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.</p> <p><strong><span data-olk-copy-source="MessageBody">*Employer does not offer work visa sponsorship for this position.</span></strong></p> <p>&nbsp;</p> <p><strong>What’s in it for You?</strong></p> <ul> <li><strong>Extraordinary People</strong> – we’re not kidding!</li> <li><strong>Meaningful Mission</strong>– Helping revolutionize an industry and deliver better experiences for fans and clients around the world.</li> <li><strong>Development and Learning</strong> – Opportunities for learning and leveling up through training and education reimbursement.</li> <li><strong data-olk-copy-source="MessageBody">Community &amp; Belonging&nbsp;</strong>–<strong data-olk-copy-source="MessageBody"> </strong>A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.</li> </ul> <p><strong>&nbsp;</strong></p> <p><strong>Curious about the typical interview process for this position? Here's what to expect:</strong></p> <ul> <li>Stage 1: 20-30 min virtual interview (Recruiter)</li> <li>Stage 2: 30-min virtual interview (hiring manager)</li> <li>Stage 3: 45-min team interview</li> <li>Stage 4: 30-min final interview&nbsp;</li> </ul> <p><em>*This schedule may be subject to change.</em></p> <p><strong>&nbsp;</strong></p> <p>&nbsp;</p> <p><strong>More about AXS</strong></p> <p><u><a id="OWAf64366e4-af05-0b21-ad7a-bde3f3ffa339" class="OWAAutoLink" href="https://solutions.axs.com/" data-olk-copy-source="MailCompose">AXS</a></u>,&nbsp;a subsidiary of <u><a id="OWAcddfd1b0-99b0-13fb-97ee-6e3381533974" class="OWAAutoLink" href="https://www.aegworldwide.com/">AEG</a></u>, sells millions of tickets each year for 1600+ premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Headquartered in Downtown Los Angeles, California,&nbsp;AXS employs more than 900 professionals in multiple locations worldwide. In each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment.&nbsp;</p> <div>To learn more about our culture and values, visit: <u><a id="OWA8feefa20-0284-d217-ba58-2946e9e1346e" class="OWAAutoLink" href="https://solutions.axs.com/careers/">https://solutions.axs.com/careers/</a></u></div> <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>More about AEG</strong></p> <p>For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.<br><br>Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.</p> <p>We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box"&nbsp;in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.</p> <p>We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.&nbsp;</p> <p>&nbsp;</p> <p>AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.&nbsp; AEG may require an employee to perform duties outside their normal description.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p><em><strong><span data-olk-copy-source="MessageBody">AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. &nbsp;We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of&nbsp;race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.</span></strong></em></p> <p>&nbsp;</p>