Assistant Manager (Escalation and Resolution)

Are You a Calm-Under-Pressure Negotiator Who Can Turn Unhappy Clients Into Loyal Ones?

1) Do you have hands-on experience resolving escalated customer complaints, refund requests, and chargeback disputes?

2) Can you investigate the root cause of a client's dissatisfaction, separate facts from emotions, and negotiate a “win-win” resolution that keeps their business?

3) Are you comfortable drafting settlement agreements and formal resolution emails with precision and professionalism?

4) Can you respond to chargeback notices and retrieval requests within strict deadlines, and build evidence packages that win disputes?

5) Do you instinctively spot recurring patterns behind complaints and push for the process changes that prevent them?

6) Can you communicate clearly and empathetically in English, both written and spoken, with clients who are upset?

7) Are you self-driven enough to work remotely, keep meticulous trackers and logs, and report your results weekly without being chased?

If you’re skilled at de-escalation and negotiation, obsessive about documentation and deadlines, and motivated by saving revenue and client relationships that others would write off, we want to hear from you.

About the Role:

We are looking for a skilled dispute-resolution professional to join our Escalation and Resolution function for our Christian Filipina and Filipino Visa services. This is a hands-on, individual-contributor role with a high degree of independence: you’ll have a supervisor for guidance and approvals, but you’ll run your own caseload day to day. You will handle complex client issues, escalated concerns, refund requests, and chargeback disputes and your mission is client retention: resolving cases in a way that protects both the client relationship and the company’s revenue.

Your day-to-day is a mix of investigation and negotiation. You will work on cases escalated by our Sales, Welcome, and Processing teams, dig into the root cause of the client’s dissatisfaction, and negotiate resolutions within approved limits that minimize refund output while keeping clients satisfied. When a settlement is warranted, you will prepare the agreement using approved templates and secure sign-off through the approval hierarchy. When a chargeback lands, you will assemble the evidence and respond within strict card-network deadlines with a well-documented case.

What makes this role different from a typical customer service position is the depth and autonomy of the work. Beyond resolving individual cases, you will keep the Escalation Tracker and Refund/Chargeback Log accurate and up to date, spot recurring escalation trends (e.g., sales miscommunication, processing delays), and surface them to leadership with suggested fixes. You will also prepare weekly reporting on refund volume, chargeback win rates, and escalation themes.

The ideal candidate combines the empathy of a client advocate with the discipline of a process-driven operator self-managing, firm on approval hierarchies, meticulous with documentation, and persuasive in negotiation.

Responsibilities:

1. Escalation Management & Dispute Resolution

   1. Receive and investigate escalated cases endorsed by the Sales, Welcome, or Processing teams.

   2. Investigate root causes of client dissatisfaction and negotiate amicable, “win-win” resolutions designed to retain business while minimizing total refund output.

   3. Draft and execute settlement and confidentiality agreements for complex disputes using approved templates and processes.

   4. Manage cancellation and refund requests end-to-end, using established email templates and agreement formats.

   5. Serve as the primary point of contact for complex, high-stakes client issues.
      

2. Operational Oversight & Financial Mitigation

   1. Monitor and respond to chargeback notices and retrieval requests within strict deadlines, preparing evidence and rebuttals to maximize win rates.

   2. Process approved refunds accurately in the payment gateway (Authorize.net) and tag them correctly in internal systems.

   3. Maintain the Escalation Tracker and Refund/Chargeback Log with accurate, real-time data.

   4. Ensure every refund request follows the proper approval hierarchy (Authority Matrix) before processing.
      

3. Process Improvement & Compliance

   1. Analyze recurring escalation trends (e.g., sales miscommunication, processing delays) and propose corrective actions or policy changes through the formal proposal process.

   2. Ensure all communications and resolutions adhere to company legal and ethical standards, including the Code of Conduct and Anti-Bribery and Corruption Policy.

   3. Keep resolution templates, trackers, and procedure documents up to date and properly formatted.
      

4. Communication & Reporting

   1. Provide weekly reports to the VP of Sales on refund volume, chargeback win rates, and escalation themes.

   2. Coordinate with Team Leaders to provide feedback on agents involved in valid escalations.

   3. Attend weekly department meetings to discuss active high-risk cases.

   4. Submit daily notes on accomplishments and plans for the next day.
      

5. Performance Management

   1. Meet personal weekly goals focused on response times and dispute resolution rates.

   2. Complete a weekly achievements review analyzing personal wins, misses, and lessons learned.

Qualifications:

1. Core Experience:

   1. Dispute Resolution Expertise: 3+ years of hands-on experience in escalation management, complaint resolution, refunds/chargebacks, collections, or a comparable client-retention role.

   2. Negotiation & Retention: Proven track record of negotiating settlements or retention offers that saved revenue and preserved client relationships.

   3. Chargeback Knowledge: Working knowledge of the chargeback/retrieval process (e.g., Visa/Mastercard dispute cycles, evidence requirements, representation deadlines).

   4. Payment Systems: Experience processing refunds in a payment gateway (Authorize.net strongly preferred; Stripe/PayPal or similar acceptable).

   5. Written Communication: Excellent business English; able to draft settlement agreements, formal resolution emails, and executive-ready reports.

   6. Documentation Discipline: Meticulous tracker/log maintenance in Google Sheets; comfortable working within approval hierarchies and documented procedures.

   7. Data Literacy: Able to analyze escalation data, identify trends, and present findings with clear recommendations.