Company Description
We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact. With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.
Checkout.com is actively looking for a highly motivated candidate with a solid background of credit cards/ payments operations; good knowledge of scheme disputes resolution would be a plus. The successful candidate will be responsible for providing our merchants and business partners with support in handling of disputes and complaints related to our Acquiring Platform in Japan, as well as supporting the underwriters in onboarding of new merchants whilst adhering to the Japan local regulations.
This is a unique opportunity to face exciting challenges and build a successful career path as we are currently taking our product to the next level of scale, innovation and sustainability. The ideal candidate must have good communication skills and be tech-savvy and customer-oriented with strong problem-solving skills and eager to join an entrepreneurial, fast-paced environment and take part in our little revolution.
How you’ll make an impact
Disputes
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Act as our front-line in the region to ensure that incoming queries and disputes are handled and solved in an effective and timely manner, escalating when required.
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Manage the dispute resolution process for all Japan domestic Mastercard / JCB transactions being handled manually. Also learn and master the dispute process at Checkout.com, namely its difference and mapping with the disputes received from the issuers.
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Serve as the first point of contact and primary contact for help desk, via email, phone and chat, to support our customers on queries related to disputes (Acquirers, Issuers, Schemes networks).
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You will use various tools & technologies related to resolution, administration, ticketing, communication & reporting, to provide customer support.
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Coordinate the information workflow between merchants and Issuing banks within the timeframes set by International Card Schemes
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Completion of Dispute Forms & Questionnaires (including Arbitration) and the handling of Retrievals / Request for Copies (RFC)
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Maintain up to date Card Schemes' dispute resolution rules and constantly adapt and enhance the in-house dispute resolution process
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Documenting Processes
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Remain available for the Dispute resolution team whenever translation is required to ensure smooth communication.
Underwriting & CDD Support
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Support the APAC Underwriting team in:
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information gathering from CKO KK merchants,
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extraction of Certificate of All Historical Matters,
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running company(ies) and individual(s) names through JDM & CSRSII Screening,
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collecting and validating 3DS checklist,
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completing forms required for underwriting and schemes registration (e.g. JCB), and
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conducting onboarding screening of Anti-Social Forces for marketplaces, and related investigations and escalations (for closure) as required.
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Support the CDD Team in their conduct of AML periodic reviews for CKO KK merchants, including request of updated documents.
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Support the Global UW MCR team in handling of Merchant Change Requests (e.g. billing descriptor change, update entity details etc) for CKO KK merchants.
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Act as interpreter/translator (Japanese to English, and vice-versa) whenever required to ensure that our level of service is not affected
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Travel for business purpose, where required.
Compliance Ops Support
- Conducting periodic screening of Anti-Social Forces for existing merchants (including marketplaces), and related investigations and escalations (for closure) as required.
Risk Monitoring Support
- Support Risk Monitoring team in monthly fraud monitoring and related METI reporting (where required).
What we’re looking for
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Bachelor's degree or equivalent, with 2-3 years of experience in credit card/ payments operations, or a Schemes Disputes role.
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Fluency in both English and Japanese is mandatory (written & spoken).
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Demonstrated customer-centricity, with proven analytical and problem-solving skills to effectively manage third-party/merchant issues and provide tailored solutions.
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Excellent communication and interpersonal skills, with a track record of building strong working relationships.
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Highly autonomous and responsible, with exceptional self-prioritization, multitasking, and time management skills to meet deadlines under pressure and manage complex cases with persistence.
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Eagerness to quickly learn internal processes and software in a fast-paced, entrepreneurial environment.
Additional Information
Bring all of you to work
We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.
Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.
We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.
It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.
Life at Checkout.com
We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.
Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.
For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram
