What You’ll Be Doing

📍Manage and oversee the full dispute and chargeback investigation lifecycle for all card transactions, including fraud, authorization, processing errors, and service-related disputes. 📍Ensure timely and accurate handling of all chargeback cases, adhering to applicable scheme rules, internal SLAs, and regulatory requirements. 📍Analyze transactional data, user behavior, and supporting documentation to make well-supported decisions on case outcomes and representments. 📍Maintain up-to-date knowledge of relevant card scheme rules and ensure adherence to dispute regulations, including required documentation, timeframes, and evidence standards. 📍Collaborate with Risk Strategy, Product, Engineering, and Customer 📍Support to enhance processes and reduce dispute volumes through better fraud controls and user experience improvements. 📍Handle complex, high-risk, or escalated cases, including potential collusion, first-party fraud, synthetic identities, and crypto-related anomaly patterns. 📍Monitor and report on key metrics such as dispute volumes, win/loss rates, financial exposure, and root-cause trends, providing insights and recommendations to senior leadership. 📍Continuously improve workflows and internal procedures to drive efficiency, accuracy, and compliance in the dispute management process.

What We Look For In You

📍Bachelor’s degree in Finance, Risk Management, Business, or related field. 📍Minimum of 3+ years experience specifically in card dispute/chargeback operations, preferably within an issuing environment. 📍Deep understanding of chargeback regulations, including dispute codes, representment strategies, liability determination, and fraud classifications. 📍Experience handling cardholder disputes across multiple dispute types (fraud, goods/services not received, cancelled services, duplicate billing, etc.).

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