.FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.OPERATIONSWe're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.PORTOOur Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. You can have an informal meeting in the treehouse or play the piano during your lunch break!THE ROLEThe role will perform regular chargeback and dispute processing and analysis. Continuously improve our chargeback recovery rates, whilst providing feedback to enhance performance of the fraud solution software and prevent future fraud from occurring. This role will report to the Senior Fraud Operations Manager.WHAT YOU'LL DOSupport day to day chargeback and dispute processing across Farfetch's acquirer portals, within card scheme regulations and requirements.Produce ad-hoc reports to evidence live issues to offer solutions.Liaise with acquirers when required.Build and submit chargeback & dispute representment packages using the most effective evidence based on reason code.Act as a resource to enable the execution of departmental plans to address the reduction of fraud and chargeback rates whilst balancing consumer friction.Keep up to date with card scheme rules and regulation to ensure defences are submitted correctly.Monitor transactions ensuring feedback is given to optimise fraud software solutions.WHO YOU ARE3+ years of relevant experience within the chargeback procedure and in the optimisation of chargeback processes.Experience within a retail merchant environment is desirable.Microsoft Office experience, specifically Excel skills and the ability to manage large data sets. SQL and dashboarding skills are a plus but not strictly necessary.Knowledge of current card scheme regulations and evidence requirements; Ability to work autonomously in solving complex problems; Detail-oriented with a focus on process adherence and quality; Excellent communication skills with the ability to convey technical concepts to a non-technical audience; Advanced in English, both written and oral
