Job Summary: THE TEAM The Chargeback Team is a vital part of Ticketmaster’s organization. We minimize potential chargeback losses. Research and develop chargeback cases by requesting proper documentation. In addition, request supplementary information that corresponds with payment processers, outlets, credit card companies and customers to build dispute cases to recover funds. Recovering funds and preventing fraud from occurring is a principal of what we do, while ensuring that our Fans are happy and get the tickets they want! THE JOB Chargeback Analysts play a critical role at Ticketmaster both domestically and globally. We’re looking for that Rockstar team player, someone who isn’t afraid to do the work! Someone who has passion for improving processes and identifying trends. Using your chargeback experience, you’ll evaluate each dispute to research and resolve it based on bank regulations and rules for both US & International transactions. You’ll be responsible for daily processing of chargeback claims, assisting with researching fraud and chargeback trends, and resolving disputes for all card brands. The ideal candidate(s) will demonstrate a clear understanding of payments, including fraud prevention & chargebacks to help develop and drive strategies for the future. You’ll be able to assist in projects to implement new processes which can help to reduce fraud and chargeback exposure. Advise supervisor and management on credit card fraud prevention related problems, programs, and concerns and make recommendations to improve operations, anti-fraud processes and system enhancements. Work with peers and leadership by communicating the fraud trends and sharing ideas and information. It all begins with outstanding talent joining our team, and it all begins with you! BENEFITS & PERKS Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits: + HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs) + YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets + WEALTH: 401(k) program with company match, Stock Program Reimbursement + FAMILY: New parent programs & support including caregiver leave and infertility support + CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings + OTHERS: Volunteer time off, crowdfunding network WHAT YOU WILL BE DOING + Examine the evidence or case that has been submitted, using the acquirer/systems dispute resolution management guidelines to assess each claim's viability and potential recovery + Handle all incoming chargebacks, claims and retrievals by providing compelling and supporting documentation for all card brands + Responsible for research and resolution of disputed charges while meeting required timeframes and guidelines with little to no follow up. + Review and analyze sales data and documentation to determine the legitimacy of disputes and make recommendations for resolution that includes issuing refunds or processing manual charges. + Monitor chargeback and dispute trends and patterns, and provide regular reports to management on key metrics and insights + Effectively use all available tools, both internal and external platforms, as it relates to payment processors + Communicate with fans and financial institutions to gather information and documentation related to disputes, and maintain accurate records of all chargeback and dispute-related activities + Resolves issues in accordance with approved policies and procedures while preserving confidentiality of sensitive information + Collaborate with internal teams, such as customer support, finance, and compliance, to gather information and provide support for chargeback investigations WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) + 2+ years of fraud prevention and/or chargebacks related to CNP credit card fraud / finance or bank related experience is required + Experience and working knowledge of credit card and chargeback processing as well as Visa/MasterCard regulations. + Strong analytical skills, with the ability to review and analyze significant volumes of documentation and transaction data + Excellent communication and organizational skills, with the ability to communicate effectively with card holders, internal teams, and processors + Knowledge of industry regulations and policies related to chargebacks and experience with industry legislation and procedures pertaining to chargebacks + Detail-oriented and organized, with the ability to manage multiple tasks and priorities in a fast-paced environment + Ability to work independently and as part of a team, and collaborate effectively with cross-functional teams YOU (BEHAVIOURAL SKILLS) + Strong communication is essential in establishing work culture and patterns in an office space or a similar environment. L istening and the ability to follow instructions are especially important. Paying close attention to what others communicate and asking follow-up questions to fully understand the situation. + Time Management- the organization and execution of your work to complete tasks on time. Enhancing your performance to achieve your desired goals with less effort and more effective strategies. Juggling act of various things to help you increase productivity and have a better work-life balance (https://www.proofhub.com/articles/work-life-balance-tips) . + Accountability- Take ownership of understanding your role, your goals and responsibilities. Comprehending and accepting the roles, goals and responsibilities of those around you so you can work effectively with others. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team. Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent. Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. ---------- The expected compensation for this position in California is: $21.32 USD - $26.65 Hourly **Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law. It is estimated based on what a successful California applicant might be paid. It assumes that the successful candidate will be in California or perform the position from California. Similar positions located outside of California will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California Law, a potential new employee’s salary history will not be used in compensation decisions. About Us Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations. We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.