What You’ll Be Doing

📍Investigate and resolve cardholder disputes and chargebacks in accordance with card scheme regulations and internal policies. 📍Review transaction details, customer claims, system data, and supporting documentation to determine liability. 📍Ensure timely handling of cases to meet scheme and regulatory deadlines. 📍Document all investigative findings and case outcomes clearly and consistently within internal systems. 📍Identify patterns of fraud or abuse, and escalate high-risk cases for further review where needed. 📍Collaborate with internal teams such as Customer Support, Product, and Risk Strategy to improve user experience and reduce disputes. 📍Support the team in tracking dispute metrics, outcomes, and identifying areas for operational improvement.

What We Look For In You

📍Minimum of 3 years’ experience in card chargeback/dispute operations, preferably within a card issuing environment. 📍Working knowledge of card scheme rules, dispute codes, and chargeback lifecycle. 📍Experience handling both fraud and non-fraud dispute types (e.g., unauthorized use, service not rendered, duplicate billing). 📍Ability to analyze complex data points and make fair, evidence-based decisions. 📍Strong attention to detail with excellent case documentation and communication skills. 📍Comfortable working in a fast-paced, regulated environment with clear SLAs. 📍Familiarity with card dispute tools and case management platforms is a plus.

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