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Manage and oversee the full dispute and chargeback investigation lifecycle for all card transactions, including fraud, authorization, processing errors, and service-related disputes.
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Ensure timely and accurate handling of all chargeback cases, adhering to applicable scheme rules, internal SLAs, and regulatory requirements.
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Analyze transactional data, user behavior, and supporting documentation to make well-supported decisions on case outcomes and representments.
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Maintain up-to-date knowledge of relevant card scheme rules and ensure adherence to dispute regulations, including required documentation, timeframes, and evidence standards.
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Collaborate with Risk Strategy, Product, Engineering, and Customer Support to enhance processes and reduce dispute volumes through better fraud controls and user experience improvements.
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Handle complex, high-risk, or escalated cases, including potential collusion, first-party fraud, synthetic identities, and crypto-related anomaly patterns.
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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.
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Continuously improve workflows and internal procedures to drive efficiency, accuracy, and compliance in the dispute management process.
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Bachelor’s degree in Finance, Risk Management, Business, or related field.
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Minimum of 8 years experience in card dispute/chargeback operations, preferably within an issuing environment.
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Deep understanding of chargeback regulations, including dispute codes, representment strategies, liability determination, and fraud classifications.
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Experience handling cardholder disputes across multiple dispute types (fraud, goods/services not received, cancelled services, duplicate billing, etc.).
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Ability to manage case escalation protocols and provide guidance on grey-area or borderline cases with strong investigative reasoning.
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Comfortable working with large data sets and extracting actionable insights to improve performance and reduce fraud-related losses.
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Strong written communication and documentation skills, especially when preparing representment packages and evidence submissions.
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Collaborative mindset with the ability to work across functions in a fast-paced, global environment.
