Job Description

1. Refund Processing & Oversight

• Supervise and assist the refund team in processing refund requests accurately and promptly.

• Verify refund eligibility based on company policies and customer agreements.

• Ensure refunds are processed via correct payment methods (credit card, bank transfer, store credit, etc.).

2. Team Management

• Train, mentor, and evaluate refund specialists.

• Assign tasks and monitor team productivity to meet deadlines.

• Address and resolve escalated customer or staff concerns.

3. Compliance & Reporting

• Ensure compliance with financial regulations.

• Maintain records of refund transactions for audits and reconciliation.

• Prepare reports on refund trends, disputes, and processing times for management.

4. Process Improvement

• Identify inefficiencies in the refund process and propose solutions.

• Collaborate with IT or finance teams to automate/streamline workflows.

• Update refund policies in line with industry best practices.

5. Customer Communication

• Handle complex refund disputes and negotiate resolutions.

• Liaise with accounting, customer service, and third-party vendors (e.g., payment processors).

• Respond to customer inquiries regarding refund statuses.