Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview:

TD Merchant Solutions is a leader in Point-of-Sale technology and product innovation for large and small businesses and offers a complete line of credit and debit card payment processing, services and payment transaction solutions. These include face-to-face, telephone and internet transactions which enable merchants to accept VISA, Mastercard, American Express, Discover, Union Pay and Interac Debit. The Chargeback Team is a subset of the Merchant Experience Team (MET). The TDMS Chargeback Team is responsible for the case management of all Chargebacks, Retrieval Requests, Arbitration and Compliance disputes associated with TDMS merchants for all the Payment Card Networks (PCN). What is a Chargeback? Chargebacks are initiated when the Issuer is not able to recover funds from a purchase made on a credit card. In most cases the dispute will originate from a dissatisfied customer

sale. A Chargeback is always initiated by the cardholder's Issuing bank and sent to TD Merchant Solutions. The TDMS Chargeback team processes these claims and responds to the disputes on behalf of our Merchants.

It is a fast-paced and evolving environment that will allow you the opportunity to exercise your strong analytical and investigative skills to best defend our Merchants against Chargebacks and demonstrate the Merchant Mindset and a desire to put the Merchant first.

Job Description:

As a key member of the TD Merchant Solutions Chargeback Team, The Chargeback Analyst will be accountable to deliver skillful and legendary case management experience for our merchants.

As the Chargeback Analyst, you will act as a subject matter on the chargeback dispute resolution process and provide expert advice to our merchants, TDMS business partners and team members in accordance with the Payment Card Network Rules and Regulations.

The chargeback Analyst will be responsible for triaging and actioning incoming Chargebacks, utilizing analytical and decision-making skills to research disputes and make accurate and appropriate decisions based on findings and PCN regulations to deliver legendary Merchant experience.

In this role you will interact with Merchants, as well as contact centre representatives and other business partners within TDMS, so strong professional written and verbal communication skills are a MUST. Additionally, you will demonstrate excellent customer service skills, ensuring you remain friendly and professional while dealing with merchants.

Key Accountabilities:

• Triage incoming merchant inquiries and other internal stakeholders.
• Process all Chargebacks and retrieval requests according to department and individual PCN mandated deadlines adhering to MET Chargeback policies and procedures mitigating loss and maintaining a high level of productivity and accuracy.
• Respond to all Merchant queries and escalations regarding these cases in compliance with the PCN regulations
• Use professional communication to uphold value-add relationships with business partners.
• Own all administrative work associated with all cases assigned for first chargeback debits, Pre arbitrations, arbitration, pre compliance, compliance cases and MFOCUS tickets.
• Ensure cases assigned are worked within SLA
• Demonstrate a good understanding of the chargeback procedures and its application for all PCN's
• Ensure that General Ledgers are reconciled in a timely manner and its record is kept up to date.
• Superior organizational skills and with a high level of attention to detail
• Support the Chargeback team as required with Adhoc functions.
• Intermediate Microsoft Excel skills
• Self-starter with strong planning and time management skills

Education and Accreditation:

• University or College degree and / or relevant work experience

• Strong Payment Card Network knowledge and/or prior Chargeback Experience

Additional Information:

Hours of operation: Shift work 9:00-5:00pm M-F. Flexibility required.

Previous customer service experience dealing with escalations and high-value clients preferred.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!

Language Requirement (Quebec only):