Support Operations Specialist - Financial Services

Hi! And thanks for stopping by!

We're MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more.
We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed:
all in the one place.

We're always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better.
Take your career to a new dimension at MYOB.

About the Team

This is a team that needs no introduction because customers drive our world.
Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

About the Role

As a Support Operations Specialist you will play a critical role in managing chargeback processes, detecting and preventing fraudulent activities, and ensuring compliance with industry regulations in the financial services industry.
You will be responsible for managing customer disputes, monitoring transactions for fraud, and ensuring that operational processes are aligned with company policies, regulatory requirements, and industry best practices.

What You'll be Doing

• Chargeback Management
  • Manage the chargeback lifecycle from initiation to resolution, ensuring timely and accurate responses to chargeback notifications.
    
  • Investigate chargeback disputes, gather evidence, and work with customers and financial institutions to resolve issues in a fair and efficient manner.
    
  • Review chargeback reason codes and trends to identify recurring issues or potential weaknesses in company processes and recommend improvements.
    
  • Collaborate with internal teams (e.g., finance, legal, customer support) to gather the necessary documentation and support for chargeback defense and resolution.
    
  • Ensure chargeback operations adhere to industry standards and company policies, minimizing financial loss and reputational damage.
    
• Fraud Monitoring & Prevention
  • Monitor transactions for signs of fraudulent activity, utilizing fraud detection tools and systems to flag suspicious behavior.
    
  • Investigate and analyze potentially fraudulent transactions, contacting customers for clarification or documentation when necessary.
    
  • Work closely with the fraud prevention team to implement preventive measures, such as identifying patterns, reviewing customer behavior, and recommending account-level security enhancements.
    
  • Stay up to date on fraud trends, tools, and best practices within the financial services industry to ensure the company's fraud detection mechanisms remain effective.
    
• Collaboration with Risk & Compliance Teams
  • Partner with the risk management and compliance teams to ensure that chargeback and fraud monitoring processes are compliant with regulatory requirements.
    
  • Ensure adherence to AFSL and other regulatory requirements, including AML/CTF obligations.
    
  • Assist in the development and implementation of policies, procedures, and training programs aimed at reducing fraud risk and chargeback exposure.
    
  • Support the escalation process for high-risk chargeback or fraud cases, ensuring that appropriate actions are taken to mitigate risk.
    
• Customer Support & Communication
  • Act as a point of contact for customers involved in chargebacks or fraud-related inquiries, providing clear communication and support throughout the resolution process.
    
  • Educate customers on policies related to chargebacks and fraud prevention, ensuring they understand the steps involved and the importance of safeguarding their accounts.
    
  • Conduct staff training, upskilling, cross-skilling, and induction sessions.
    
  • Contribute to the maintenance of knowledge management resources, such as Confluence.
    
• Continuous Improvement
  • Proactively identify opportunities to improve the chargeback and fraud monitoring processes, recommending technology enhancements or procedural changes to reduce fraud and operational costs.
    
  • Work with the customer support team to improve the customer experience around chargeback and fraud issues, ensuring that customers receive timely, helpful, and empathetic service.
    

About You

• Chargeback and Fraud Prevention Experience:
  2+ years of experience in chargeback management, fraud monitoring, or risk management within the financial services industry.
  
• Risk & Compliance Knowledge:
  Familiarity with industry regulations and standards related to fraud prevention and chargebacks.
  
• Transaction Monitoring:
  Experience using fraud detection tools and software to monitor transactions for suspicious activity.
  
• Case Management:
  Proven ability to manage chargeback cases.
  

Please be advised that we will be starting recruitment after the holiday break, beginning on January 13th.

Our Culture & Benefits

Our values have stood the test of time.
If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

Do your best work in a flexible work environment, right down to financial assistance to set up your home office…it's called Flexperience, and it's designed by you and your team!

Our partnership with Smiling Mind helps support the wellbeing of our team members and customers.

Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment.

A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more!

Communities built around 'Wellness', 'Belonging' and the 'Planet' where you can make a meaningful contribution.

Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

MYOB are an equal opportunity employer and we champion diversity.
Don't meet every single requirement of this role? Still apply! Research tells us that women and underrepresented groups are less likely to apply unless they meet every single requirement.
At MYOB we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo.
Moving to 'Culture Add' means adding team members who not only value MYOB's standards and workplace culture, but also bring an aspect of diversity that positively contributes to MYOB.
So, if you're excited about this role, or about MYOB, we'd still love to hear from you!