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    • Payment Specialist - Xico - Ikano-Retail

    Ikano-Retail
    Ikano-Retail Xico

    hace 3 semanas

    Default job background
    Descripción

    Job Title: Customer Experience Specialist

    Company Description: IKEA aims to create a better everyday life for many people by offering affordable, well-designed home furnishing products.

    The role of the Customer Experience Specialist is crucial in ensuring that customers have a seamless experience at all touch points and supporting all operations. This involves taking responsibility for daily operations related to payment gateways and methods, ensuring smooth payment processes, and overseeing secured payment methods to prevent fraud.

    Key Responsibilities:

    • Ensure customer experience at all touch points and support all operations
    • Responsible for daily operations for payment gateways and methods, processing refunds, and other tasks related to payments
    • Ticket management with IT, business partners, and stakeholders, investigating and escalating issues as necessary
    • Active support for troubleshooting within ticket management process, first point of contact for IT partners to troubleshoot issues
    • Analyze customer complaints related to bank queries and customer queries on payments
    • Proactively report anomalies in customer complaints and support actions for investigations, related to fraud, chargebacks, risk management success factors, and other key performance indicators
    • Support the invoicing process in collaboration with finance and investigate if applicable
    • Payment investigations for payments issues, such as double payments and missing refunds
    • Support operational tasks coming from new payment implementations and developments
    • Responsible as payment super user, contributing to tests for new development and training other super users/co-workers and stakeholders on payment processes
    • Align with payment vendors on operational actions
    • Oversee and evaluate the payment transaction experience of our customers, identify improvement opportunities, and communicate findings to relevant stakeholders
    • Report fraud, chargeback, risk management success factors, and other key performance indicators as required and develop a fraud database for ensuring accuracy and quality of data
    • Research and analyze legal implications in the field of E-Commerce in Mexico and report findings to key stakeholders
    • Implement changes to national legislations (e.g., PCI, Data Protection, VAT) in a timely manner to ensure operational compliance
    • Analyze benefits, costs, and investments and develop business cases for any initiatives and/or projects to benefit developmental growth for the scope of tasks with the aim of securing long-term profitability for the organization

    Requirements:

    • Broad knowledge of operational plans and goals as well as follow up on KPIs
    • Broad knowledge of payment methodologies, compliance, and industry standards
    • Extensive knowledge of all aspects of the customer refunds process
    • Problem-solving and conflict-handling techniques
    • Broad knowledge on national regulation and legislation related to payment processes
    • Minimum 2 years' experience in a role which focused on fraud detection and prevention with a strong understanding and knowledge of corresponding legislature
    • Expert knowledge of payment gateways and anti-fraud procedures with a central focus on all available payment options (e.g., credit card, IPP, bank transfer, etc.)
    • Knowledge of fraud risk prevention tools including sourcing of new solutions
    • High competency and knowledge of data analysis, investigation, and reporting with an eye for detail and trend recognition
    • Expert knowledge of national fraud patterns and pertaining national laws
    • In-depth insight into and knowledge of payment methods, processes, systems, and payment service providers
    • Good communication and negotiation skills
    • Intermediate English level
    • Ability to bring problems to a resolution independently and within a close team
    • Ability to comply with the external legal framework and follow internal rules/instructions
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