Responsibilities: • Support the accomplishment of all contracted service level targets/agreements. • Manage monthly and ad-hoc agent coaching and feedback. • Assist in daily, weekly, and monthly quality assurance activities. • Provides day to day support to the team and handle first level escalations as they arise or are assigned. • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes. • Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management. • Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles. • Oversee and aid in new hire training and onboarding. • Contribute to continuous learning activities promoting knowledge and skill development within the team. • Assist in keeping all team members informed and up to date about all relevant and useful information. • Act as a subject matter expert on projects/initiatives • Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team. • Maintain relationships with internal and external clients. • Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes. Requirements: • French language mandatory with People Management required • 2-3 years’ experience in the financial industry • 3-4 years’ experience in Dispute/Chargebacks/Customer service Operation Handling preferred. • Strong Customer Focus/Orientation • Professional written and verbal communication skills • Strong Active listening and negotiation skills • Detail-oriented and ability to multi-task • Strong organizational and time management skills • Strong Decision-making skills and able to exercise sound judgment. • Highly motivated with ability to work independently in a fast-paced environment. • Flexible, reliable, conscientious, and able to follow directions. • Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams. • Previous experience with TS2 and TCS applications is an asset.