Careers with Ethoca

At Ethoca, you’re applying for much more than a job. Where else are you going to get the opportunity to work with the most committed group of ecommerce business and technology innovators who are transforming the industry. We want the bold. We demand the best. And we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, where thought leaders excel and where challengers make us better. If you’re up to that challenge, find the role that’s made for you and let’s get started. The clock is ticking!

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Representment Specialist

Posted: February 27, 2017

Type: Full-time

Industries: Financial Services

Location: Austin, TX

  Ethoca is proving that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the entire ecommerce payments ecosystem, driving both card issuers and merchants to focus on resolving disputes instead of increasing card acceptance and revenue.  Ethoca’s suite of card acceptance and fraud mitigation services changes all that.

Before Ethoca’s flagship service – Ethoca Alerts – every day merchants and issuers would identify thousands of confirmed or suspected fraudulent transactions in isolation. They had no way of bridging this costly – and completely avoidable – divide. When Ethoca introduced Ethoca Alerts in 2011, it revolutionized the industry’s approach to fighting ecommerce fraud. Ethoca Alerts closes the information gap between card issuers and merchants, giving merchants unprecedented direct access to issuers’ cardholder-confirmed fraud intelligence. As part of Ethoca’s collaboration-based network, for the first time merchant businesses have a window of opportunity to act on fraud that has already been confirmed by Ethoca’s global network of card issuers.
Ethoca was founded in 2005, with headquarters in Toronto, and offices in Austin, London, Paris and Melbourne. Seven of the top ten ecommerce brands, seven of the top ten U.S. card issuers, four of the top ten UK card issuers and more than 5,000 ecommerce businesses around the world rely on Ethoca solutions and the network that powers them. To find out more, please visit us online at
Responsible for research and overall design of merchant representment system, the Representment Specialist requires high-level analytical skills and expertise in documentation and communication, applying their bank and card industry knowledge and practices.
Key Role Responsibilities Include:
  • Onboarding merchants and optimizing the representment templates and rules for the merchants for the representment platform.
  • Sales Support in the pre-sales cycle – demonstrating our "know-how" and issuer expertise on the chargeback process.
  • Working with the product management team to continuously optimize Ethoca’s representment service and ensure strong competitive position.
  • Working with the product management team to design a pre-representment engine that auto-decisions chargebacks for merchants and issuers, develop the rules of pay for merchants and issuers
What Part Will You Play?
  • Develops and applies the skills appropriate to research, process, and resolve chargeback/reversal requests for all dispute reason codes for all card networks, including Visa, MasterCard, American Express and Discover.  
  • Helps design rules engine criteria that will analyze transactions to determine if the disputed transactions are covered under federal regulations, contain all the compelling evidence required and are organized in an optimal and informative way.
  • Understanding of the representment and arbitration process from both an issuer perspective and a merchant perspective.
  • Role will require constant research of regulations, and educating team and working with product manager to ensure the product supports the new rule changes. Maintain thorough knowledge of Reg E, Reg Z, MasterCard/Visa rules and regulations to analyze and diagnose complex charge back reason or possible compliance for accurate processing from a list of reason codes. 
  • Ensure complete and timely comparison of Ethoca’s representment solutions to competitive offerings in the marketplace.
  • Experience training internal stakeholders on process and at a minimum the presentation skills to present to merchants and issuers
What You Bring:
  • 8+ years related work experience handling dispute resolutions throughout the card network/scheme lifecycle.
  • Minimum three (3) years customer service on fraud and dispute chargebacks, including roles directly performing both representments and chargebacks.
  • Minimum (2) years’ experience working with MasterCard and Visa Chargeback Regulations, Reg E and Reg Z. Understanding of the international regulatory environment (PSD2, FOS, etc.,) is also a strong asset.
  • PC Windows-based software experience with solid knowledge of typical office software.
  • Ability to multi-task and balance priorities to move freely between the various channels as workload dictates.
  • Ability to translate complex business process and/or technical specifications to plain language
  • Experience directly using or writing business requirements for VROL, MasterCom and comparable industry tools.
  • Experience drafting changes to regulation, policy, technical specifications or business process related to the chargeback lifecycle (either internal or external

    At Ethoca, we welcome job applications from qualified individuals without regard to race, color, religion, sex, national origin, age, disability, ancestry, family care status, veteran status, marital status, or any other lawfully protected status in every jurisdiction in which we operate. We are committed to a diverse workforce that provides fair and equal opportunity for all employees and candidates.
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