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Chargeback Analyst

Neo Financial

Neo Financial

Calgary, AB, Canada
Posted on Friday, January 5, 2024

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

  • LinkedIn’s Top Startup in Canada for 2022 and 2023
  • Top-ranked mobile apps and credit cards
  • Canada’s top-rated credit card
  • Team of 700+ people
  • 1M+ customers in 3 years
  • 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

The Role

Neo is looking for a process-oriented individual with knowledge of the Mastercard chargeback interface to join us in our Calgary office. In this role, you’ll be a part of our Centralized Operations Team and act as a liaison between other members of our Experience team, the Financial Crimes Team, and Mastercom. You will be part of ensuring that the interest of our customers is protected through adherence to deadlines, a strong attention to detail, and a problem-solving mindset.

What you'll be doing:

  • You’ll handle all stages of chargeback requests with Mastercom on behalf of our customers
  • You’ll review documentation and investigate claims made by customers, and request additional support for cases as required
  • You’ll contribute to the success of the Centralized Operations team by handling other processes as necessary

Who we are looking for:

  • You’re familiar with the Mastercard acceptance environment for disputes and unauthorized transactions
  • You have 3+ years of relevant experience in Chargebacks dispute resolution
  • Your experience encompasses pre-arbitration and arbitration process
  • You know how to dispute - you can collect evidence, and use it to tell a story
  • You flag up when something doesn’t look right. You’re highly analytical, and you love tackling complex problems.
  • You’re passionate about delivering results for our customers, knowing that they’re relying on you for a fair outcome.

Working at Neo

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.

Check out these videos from our employees to learn more about Working at Neo.

Apply with Us

We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.