Company Description

Lime Vizio Inc is a premier floral and gifting company, delivering flowers since 2010.

LIME VIZIO has a tradition of excellence in flower delivery, and today we are one of the largest and most trusted online floral and gift retailers in the US and Canada. LIME VIZIO takes pride in being a leader in quality, innovation, artistry, and dependability. That tradition of innovation and forward-thinking has grown LIME VIZIO into a gifting powerhouse, with a family of brands that includes Blossom Flowers, Sunny Flowers, and Gift on Schedule. Our entrepreneurial culture and unwavering commitment to our people create a dynamic work environment that celebrates collaboration, quality, superior service, and constant innovation.

LIME VIZIO is an e-commerce technology company focused on providing product development and services support on multiple processes, domains, and technologies.

ABOUT THE ROLE

The Dispute, Charging, Fraud, Refund Expert is responsible for end-to-end handling of transaction disputes, fraud cases, chargebacks, and refunds, ensuring accurate resolution, regulatory compliance, and financial protection for the company.

The role ensures that each assigned case is:

• Assessed accurately and objectively
• Processed in compliance with Regulation E (Reg E) and internal policies
• Resolved within required timelines
• Communicated clearly and professionally to customers and internal teams

while protecting company funds, minimizing chargeback losses, and maintaining customer trust.

The Expert is personally accountable for the outcome of assigned dispute and fraud cases from intake through final resolution.

Scope

This is a specialized operational, non-HQ role requiring high judgment, attention to detail, and regulatory discipline.

The role requires independent decision-making within defined policies and legal frameworks, including Reg E, chargeback rules, and internal risk controls.

Key Responsibilities

1. Dispute  &   Transaction Error Handling

• Handle inbound calls related to transaction errors, disputes, refunds, and fraud claims
• Identify transaction types and determine appropriate claim handling path
• Enter and manage Oral Notice claims when required, in compliance with Reg E

2. Regulatory & Policy Compliance (Reg E)

• Act as a subject matter expert on Electronic Funds Transfer Act (Regulation E)
• Provide accurate, compliant explanations to cardholders regarding their rights and claim processes
• Ensure all actions, timelines, and communications meet regulatory requirements

3. Investigation & Resolution

• Conduct detailed investigations into disputed, fraudulent, or charged transactions
• Analyze transaction data, account history, and supporting documentation
• Determine appropriate outcomes: refund approval, denial, partial credit, or escalation

4. Chargeback & Refund Processing

• Manage debit card chargeback cases and apply correct chargeback codes
• Process refunds in accordance with policy and investigation outcomes
• Monitor case progress and ensure timely closure within SLA and regulatory timelines

5. Escalation & Cross-Team Coordination

• Handle escalated tickets and high-risk cases routed to the Resolution team
• Coordinate with Customer Support, Finance, Fraud Prevention, and other departments
• Facilitate inter-departmental communication to achieve accurate and timely resolution

6. Documentation &  Case Management

• Maintain detailed records of investigations, communications, decisions, and remedial actions
• Track daily case activity, prioritize workload, and manage multiple active investigations
• Ensure all documentation is audit-ready and traceable

7. Authority &  Decision Rights

The Dispute, Charging, Fraud, Refund Expert is authorized to:

• Determine appropriate claim types and resolution paths
• Approve or deny refunds within assigned thresholds
• Apply chargeback codes and corrective actions per policy
• Communicate final decisions to customers in a compliant manner
• Escalate cases that exceed authority limits or present elevated legal/financial risk
• Decisions made outside regulatory or policy limits may result in corrective action.

Core Values Alignment

All employees in this role must operate in full alignment with Blossom Flower Delivery Core

Values:

• Integrity &  Trust
• Customer-Centric Collaboration
• Innovation &  Data-Driven Excellence
• Ownership &  Accountability

Any behavior contradicting these values is subject to disciplinary action.

Competency Framework

1. Basic (Company-Wide) Competencies

(Operational Level – Expected: Score 2 / Proficient)

• Integrity & Responsibility
• Business-Centric Thinking
• Ownership &  Execution
• Adaptability &  Learning Agility
• Problem-Solving &  Proactivity
• Effective Communication

Performance Metrics (KPIs)

• Dispute Resolution Accuracy
• Chargeback Win / Loss Rate
• Refund Error Rate
• SLA &  Regulatory Timeline Compliance
• Escalation Quality Score
• Documentation &  Audit Readiness
• Reliability / Attendance Score

Risk &  Accountability

The Expert is fully accountable for assigned cases.

Performance risks include:

• Regulatory non-compliance (Reg E violations)
• Incorrect refund or chargeback decisions
• Delayed investigations or missed deadlines
• Poor documentation impacting audits or disputes
• Inadequate handling of escalated or high-risk cases

Such risks may result in corrective or disciplinary action, up to and including termination.

Operational & Compliance Readiness

The Dispute, Charging, Fraud, Refund Expert must be prepared to operate in a high-risk, high-accuracy environment, maintain strict compliance standards, and adapt to regulatory or policy changes.

Acknowledgment

This Job Instruction defines the responsibilities, authority, and expectations of the Dispute,Charging, Fraud, Refund Expert role and serves as a reference for performance evaluation, audit readiness, and disciplinary actions.

TECHNICAL QUALIFICATION AND REQUIREMENTS

• DESKTOP/LAPTOP: i3 or i5 with at least 8 GB RAM and above 2.0 GHz CP
  
• USB TYPE Headset with Noise Cancellation feature.
• Wired Internet Connection with at least a minimum of 10mbps for the Internet download speed.

JOB COMPETENCY

• 3 months or more stay with Blossom Flower Delivery 
• Preferably from Blossom Flower Delivery Customer Service Dept.
• Has experience in Dispute, Charging, Refund and Fraud account
• Can work independently with minimal supervision
• Excellent verbal and written communication skills
• Preferably with 95% Reliability Score
• Flexible with work hours
• No current corrective actions
• Keen to details

HIRING PROCESS:  ONLINE APPLICATION -> ONLINE ASSESSMENT -> INITIAL INTERVIEW -> FINAL INTERVIEW

Click APPLY and get scheduled for a job interview!