What is a Chargeback Analyst?
Chargeback analysts investigate disputed credit and/or debit card transactions and then take suitable action to resolve those disputes, including processing refunds and/or debits to cardholders or merchants or writing off transactions. Their work involves researching credit and/or debit card transactions and determining if purchases actually occurred. Chargeback analysts must then communicate their findings to consumers and merchants, often via letter. They also must be on the lookout for fraud and report any suspected cases to the appropriate department within their company.
Chargeback analysts usually work for credit card companies or merchants that issue their own credit cards. Because credit and/or bank card disputes can be filed at any time and tend to be time sensitive, chargeback analysts might have to work weekends and holidays.
|Educational Requirements||Associate's degree is typically required; most employers prefer candidates with a bachelor's degree|
|Job Skills||Communication and customer service skills, computer abilities, analytical and decision-making skills, documentation and organizational strengths, familiarity with chargeback rules and regulations|
|Median Salary (2018)*||$35,606 (merchant chargeback analyst)|
|Job Outlook (2016-2026)**||2%-4% (correspondence clerk)|
Source: *Salary.com, **U.S. Bureau of Labor Statistics
A minimum of an associate's degree in finance, accounting or a related field is typically needed for entry-level chargeback analyst jobs; however, some employers prefer candidates with a bachelor's degree in one of the noted fields. These programs might include courses in accounting, business law, business math, financial analysis, and macro- and microeconomics. Many colleges and universities also require finance and accounting students to take one or more classes in communications.
Chargeback analysts interact with consumers and merchants, as well as call center representatives and other co-workers within their own companies, so strong written and verbal communication skills are a must. Additionally, they need excellent customer service skills, allowing them to remain friendly and professional while dealing with consumers or merchants who are likely to be upset about disputed transactions. Since most of their work is done via computer, chargeback analysts must be adept with computers, including having solid knowledge of MS Office applications.
Chargeback analysts need well-developed analytical and decision-making skills to research credit and/or debit card disputes and make accurate and appropriate decisions based on their findings. They also need documentation and organizational skills to keep all records related to a dispute in order. Additionally, chargeback analysts must be familiar with both domestic and international rules and regulations related to chargebacks and adhere to those guidelines.
Career Outlook and Salary
The U.S. Bureau of Labor Statistics doesn't offer career outlook statistics specific to chargeback analysts, but the bureau did report that the similar position of correspondence clerk should see job growth of 2% to 4% in the 2016-2026 decade. As of March 2018, merchant chargeback analysts made a median annual salary of $35,606, according to Salary.com.