Chargeback Analyst CSR

Long Island City, Queens, NY
Schedule: Mon - Fri, 9 AM - 6 PM (No Weekends)

We are a technology company serving the NYC taxi and for-hire vehicle industry. We're looking for someone who is equally comfortable managing credit card chargebacks end-to-end, analyzing large Excel datasets for operational trends, and delivering exceptional customer service. This is not a task-completion role - we want a self-starter who creates new methods, proposes improvements to management, and becomes a Subject Matter Expert over time.
This role is ideal for someone who thinks outside the box, identifies problems independently, and builds solutions before being asked. If you need direction for every task, this is not the right fit.

• Hands-on experience managing credit card chargebacks, including rebuttals, evidence packages, and dispute submissions (Visa, Client, Client, Client)
• Experience building evidence packages in payment processor tools (Client Dispute Manager, Chargeback 911, Verifi, etc.)
• Understanding of representment, pre-arbitration, and arbitration stages
• Ability to track win/loss ratios and monitor chargeback thresholds
• Strong Excel skills with experience analyzing large datasets
• Face-to-face customer service experience in fast-paced environments
• Strong critical thinking and problem-solving skills
• Ability to manage multiple priorities under pressure
• Proficiency in Microsoft Office (Outlook, Excel, Word, presentations)
• Strong written and verbal English communication skills

• Serve taxi drivers and industry clients at a walk-up service window
• Become a Subject Matter Expert on NYC and US taxi industry operations
• Analyze service data in Excel to identify trends and develop solutions
• Handle professional email correspondence with customers
• Develop and document Standard Operating Procedures (SOPs)
• Build and maintain relationships with key accounts
• Assist with chargeback research and resolution
• Take on assigned and self-initiated operational improvement projects
• Share knowledge and expertise with the team

• Experience in NYC taxi, TLC, or for-hire vehicle industry
• Experience developing SOPs and documentation
• Proven success managing chargebacks with measurable results
• Experience reporting on chargeback outcomes
• Track record of improving chargeback win rates
• Experience using AI tools for chargeback workflows
• Existing chargeback templates, SOPs, or playbooks
• Strong ability to learn new technologies quickly
• Leadership and mentorship mindset
• Experience building relationships with key accounts

New projects and assignments are constant in this environment. If you thrive on creating new solutions, working directly with customers, and analyzing data - we want to hear from you.

#ZR

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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